TERRIBLE CUSTOMER SERVICE

i have an account with mtn and i unortunately lost my handbag with all my belongings inside. I went to mtn today to ask for their assistance with a sim swap for my contract account and they cannot help me because my i.d is lost. I took the liberty to go to the police station before going there to get an affidavit confirming that my i.d is lost and have not been able to go to home affairs because of the long lines in our city. Mtn sent me back without any assistance and i am very disappointed. This mtn branch has the worst service in Mthatha as this is not the first time i am encountering a problem with them. Their manager is always not available at the branch and the attitude of the consultants is very bad.