Prohibited to perform a sim swap because its ON

My phone was ****** from a few days ago, I went to Mtn Jubilee Mall store Hamaskraal for their assistance on performing a swim swap. I brought along my ID, Certified copy of ID and affidavit, I was told it cant be done because my phone is ON and I should wait for the ***** to switch of my phone before the sim swap is performed. What about my personal information? Self phone baking information?calls go through to the ***** and I can not do anything about it. In which MTN policy will I find such an instruction? Im tje rightful owner and I have proof.