MTN ridiculous requests to do a sim swop

My husband bought a new phone and wanted to continue his loyal services to MTN that he has been with for years. H wanted them to assist him to assist with sim swop since his sim card is too big to fit the new phone and cant be cut smaller. But they refused to assist him because he could not remembered how much airtime his wife did reload on his phone the last time. They them told him to go to police station to do an affidavit explaining that he cant remember the amount he did recharge with the last time...that his wife.