MTN sim swap

I just called MTN now and tried to do a sim swap because my sim card does not want to work anymore. I have used the same sim card for years now. I am just disappointed that I was not assisted. I am told that there is information missing and I must therefore go to the police station and do an affidavit. I really find that to be unfair. I have been having a challenge with this sim card for two weeks now. Why can't I be assisted by a consultant? What is the point of having a consultant? I also tried to do the sim swap by dialing *135# last week Friday, and that did not help. I have put this number on all my documents and CV's. I need to be assisted with the sim swap. I cannot take time off work and go to the police station.