Simswap

Lost my phone on the 28th of November, phone was using 2 Sim cards. In December I tried doing Simswap on my own and I failed don't know how. THEN I went to Maponya Mall was told about an affidavit was turned back.Then last week Friday I went back to Maponya Mall waited in the queue for more than an hour then I left Then on Monday the 10th I went to Cresta Mall was assisted by a lady that JUST told me to go buy a Sim card then she changed her mind and said she has a Sim card and I paid R4 with no receipt of it Gave her my ID book my proof of address aswel as affidavit with ITC ***5 number "ob 861/11/2021" she told me that her manager needs to authorize cause it seemed like I didn't answer the questions correctly I must go home check the Sim card next day

My ask is with all my details brought to the store why em I denied my number Telkom didn't give me a problem when I did Sim swap Another thing I had this number since high school and obviously migrated to neno Sim card and lost my phone in-between Why em I being declined I need my number