Sim swap nightmare

My 70 yr old mother recently got a new phone which required a new sim, I called the call centre on Sunday the 19th and was told the new number is not active yet a process that should take 24 hrs this is almost 72 hours after I got the new number on Tuesday I call the call centre again and we fail the verification and madam suggests we try the self service option. We try that I get the OTP and do as instructed on the 2nd sim and no feedback so today I decide to take the old lady to your westgate store (food *****s entrance) hoping to have better luck because we have her ID, the new and old phone. I explain to the lady at the door that we need a Sim swap I explain it's for an upgrade then she says we must go get an affidavit and certified copies of my mom's ID all this with a stinking attitude like we an inconvenience to her day. What in the world for?! Your customer is in the store with her original ID as well as both sim cards like I cannot understand why we must jump so many hoops for a Sim swap. I can confidently say as soon as my data contract comes to an end in March I am taking my business else where as I explain to my mother why she must start giving out her new number