unable to a sim swap

been trying to do a sim swap since last week, I called over 30 times trying to do the swap, I was told that they cannot hear me clearly and then was told that I have exceeded the number of tries to do the sim swap. I have been a customer for many years and my whole family is on this network. I have never had this issue with doing a sim swap before. now im told that i need to do an affidavit and go to a store to do the sim swap. I work 12-18 hour day shifts, I an essential worker and do not have the time to go around for documents to do a simple sim swap....please sort this out ASAP. I have been offline for almost 2 weeks now.