Sim swap issues

I've been trying to do a sim swap since last week the 7th November 2018. I sent my documents to ********** and today they still say they have not received them. On Friday, I called and a consultant called Siphesihle Hints and tried to help me, she was kind and understanding. To my surprise today, I call again to follow up and the consultant tells me it's because I didn't include a reason for my sim swap, which is there "I forgot the answers to the security questions". All. The information they requested is there and if Mtn doesn't have a template, how are we supposed to write what they want word for word??? I'm really angry now because it's the second time I lose a number to this affidavit nonsense. I'm unemployed and looking for work and all my calls and messages go to that number.