Rude and *********** consultant

Had a horrible experience at Northgate Mtn (shop near Virgin Active) when I requested the sim swap process.Was assigned to a rude and hostile consultant.She did not greet, explain the process but just demanded my documents.She informed me that I would have to pay for a new sim card,to which I agreed.She proceeded to ask numerous questions which towards the end of the process I was then informed were security questions.I was then told that I has failed the security questions and must pay the money for the sim,leave and call 173.Seeing as there had been no explanation at all,I then informed her that I understood little of what had transpired and was in no better position to proceed with the process and thus could not JUST buy the sim and leave. At that point,the lady then confiscated my passport.She was literally shouting at the top of her voice in both English and the vernacular language. I then had to ask to see the manager.I spoke to the mananger at length about how ***********ly the consultant had gone about assisting me and how issues like this hurt brands like Mtn. I left very disappointed about how a consultant can be of no use but so rude to a customer!