MTN refusing to do SIM SWAP

MTN knows very well we are currently on lockdown and their shop outlets are closed. My phone was ****** in the car two weeks ago, even take a lot made it an essential service to sell me a phone. MTN is asking irrelevant questions when I want to do sim swap on my old number, such as "when last did I recharge, how much did I recharge for, am I on MTN extra minutes plan, how much data bundles did I recharge with last time, was it via EFT or cash" such questions I would not know as I have forgotten them while in the meantime I remain unconnected. The sim card was definitely RICAred. Why am I not asked questions such as my ID no, the last 5 call numbers I made, my physical address and the numbers of the calls I made?