Most difficult Sim swap with MTN

After an armed *******, we have a police case number. Tried to do a MTN sim swap, but MTN just wouldn't process it: 1. Tried calling call centre 135, failed the ridiculous security questions like how much data did you last purchase, how much airtime did you top up etc. 2. Tried going into the store, but they were pretty much useless, went through the same process of asking the same questions above. They told us to go to another store with a supervisor with an affidavit. 3. Tried going into store #2, affidavit in hand and certified copy of ID in hand. They said they cannot accept our affidavit; as it has to have specific key sentences - on the lines of: I am so and so, I lost my phone on the 24th of January, and I would like to do a sim swap to this number ************, but have failed the security questions. Still failed. 4. Tried going into store #2 again, asking why it failed, they said the affidavit requires to be handwritten not typed??? (I have never been to any place where they do not accept typed affidavits - please provide clarification MTN, or is your staff just being difficult?) 5. Tried again, going into the store; this time with a WRITTEN affidavit and certified ID, the store assistant said he will send all the documents and details to the supervisor. Checked if the sim swap worked - still failed!

Please please please can we sort this out, we already going through so much after the armed *******, and this is something that should have not been such a big problem. Why is it so difficult to do a sim swap when we already provided all the details we can including the police case number? And why is everyone so unhelpful within your stores, some of your staff definitely need to be trained on customer service.