Unable to do a sim swap

I have been an MTN customer for over 10 years, moved to prepaid a few years back. I recently lost my phone and tried to do a sim swap through the USSD channel and call centre and eventually was sent to the store. I failed on a question about my last data purchase on USSD which is ridiculous as I am 100% sure about the data I had purchased. I was given the same questionnaire at the store which included vague and ridiculous questions about subscriptions, last sim swaps and the number of recharges I had done (over the week, month, my entire lifetime? Even the consultants could not clarify). They then sent me to the police station for an affidavit stating I failed the authentication but the number belongs to me, which the police don't even do. Really pathetic customer services and systems all around. It is ridiculous that with all the data you collect on customers you cannot even pull up the last bundle purchase correctly.