sim swap *****

I called your customer care line 135 to find out why my simcard is not working i was informed that someone did a simswap on the 11.01.2024 at 07:51 am via the self service channel what is so surprising is that we rica our sim cards with our own personal details but someone else can easily do as they please with our sim cards i have been using this number since 2006 and the lady that i spoke to said she needed a number thats on the back of the sim card told her that im using an old sim card and don't have it she gave me the ***** dept number and i spoke a rude Luke who told me straight that he wont help me customer care must i then i called back and spoke to Anathi who dropped the line I need answers on how someone can do a sim swap without the sim owner's knowledge