NO assistance frustrating service to conduct SIM SWAP

MTN is the only service provider that is not fair to their customers as it is such a discouraging process to conduct one simple thing such as a SIM SWAP, to think that I have been using this number for more than 30 years, which also reflects on your system but it is such a process to ensure that a customer can conduct this service successfully. I am really disappointed that MTN still utilize the questionnaire option to obtain a sim swap. I lost my phone and had gone to your Gandhi Store were the lady had tried to assist me, she still insisted I take the phone and conduct the process on my own, and when I do that it indicates that I have exceeded the maximum attempts to perform a sim swap, visit your nearest store, which is weird as I did not even proceed to the actual questionnaires. This is not fair.