SIM SWAP

My name is Bonisile N G Manamela , i lost my phone last month at work with an MTN number ********** . I then bought a new sim card with ********** and call MTN to request a SIM swap to my old number ********** . I was told that i got the questions wrong and should do an affidavit specifying why i needed the SIM swap. i told that the old number and the new number must be specified on the affidavit.A lady by the name of Roseline Blose said i must send her the document so that she can perform the SIM swap. The document were sent Thursday the 17th of May 2018 , till today nothing has been done. Today i spoke to a lady by the of Masingita Bila. a very rude shouting lady and she told that i should buy a new sim card with a number that does not start with 065 because its difficult to perform a sim swap on 065. How would you know that when buying a sim card because all the sim card do not specify the number outside the cover. I need you assistance with regards to this.