MTN SIM SWAP IS NOT FOR THE FAINT HEARTED

What does one have to do in order to retain their old number on MTN??My phone stopped reading the sim card yesterday.I immediately went to the nearest PEP store with my ID and proof of address to buy a new sim card and do a sim swap.The cashier told me that they don't do a swim swap as a result I had to contact MTN customer care.That was the beginning of my worst nightmare.I requested a self service swim swap.I have been using this number since 2008/2009,I am not even sure because it is an old number.I answered the security as correct as possible,which declined about two times.I also tried doing the sim swap via the service champions,the problem persisted.With the economic crisis at hand and other bigger challenges that we face on a daily basis,who remembers staff as the amount of data purchased 3 months ago,how long I have been on the Mtn network and whether I have bought callertunez?Whats the purpose of RICA? bcz it seems like it is not functioning as intended. You have all my info but I am still being asked unreasonable questions.I have written an affidavit requesting a sim swap as advised by your service "champions" however the MTN store in Sunnypark is closed therefore it is useless.This is frustrating because everything has come to a halt,no access to the bank app,vehicle tracking services.