Rude MTN assistant

I went to an MTN store in Soshanguve a day before yesterday to get a SIM swap assistance. To my surprise I was mistreated by the lady in charge of the store. Firstly I got to the mall early before they opened and didn't mind waiting. Secondly she opened late and lastly I got bad customer service as frustrated as I was. I had just got into a car accident and lost my phone that's why I was at the store at that time. I greeted and explained why I was there, rudely before I could finish she interrupted me by asking, if I had an affidavit and a certified copy of my ID. I explained I have my original ID and my proof of res. She did not even bother to assist but simply redirected me to go to the SAPS to do an affidavit for a SIM Swap which does not make sense when I had relevant documentation. Kindly assist MTN as I would like to know if this is the standard procedure for a simple sim swap after one dealing with trauma and frustration. This needs to be attended to as I left the store and simply got help by PEP cell. With such assistants you will lose your business. I'm highly disappointed.