SIM Swap process not customer focused

I lost my sim card on the 31 December and after a number of efforts to perform a sim swap I was failed by the process.

The security questions on the self service are not always clear to a person who does not understand your product. I called for assistance and even went to the shop for further assistance but no luck.

I am not in agreement of the request for me to bring an affidavit (a total waste of state resources) in order to retain my number as I believe you should be more confident in your system which shows who the sim belonged to previously and the fact that I presented myself to the branch with my ID should be sufficient to prove the fact that this is not a ********** request.