Useless MTN RICA

Went to Mtn shop 0844 to buy a smaller sim for new phone. Was told I had reached RICA limit. They logged a ticketl. Spoke to call centre and twitter was told to go to store to sort out. Went back today, 2 days later, as the shop had still not called me. No ticket logged started process all over again and was now told I need a police affidavit. What on earth? it's 2020 why can't I be helped timeously and without fuss. I have 2 active sims only. Useless. Why is a police piece of paper more powerful than my ID?