Bad service - no solution provided to my problem

Good day. My partner has been a registered telkom user for years. He bought his sim card and the card was already RICA'd. On Thursday the 19th of December 2019 - his phone was ******. Telkom was able to assist via the call centre to block the device. On Sunday the 22nd of December 2019 - we went to the Telkom store in Cresta to do a sim swop. The sales agent was very rude and unhelpful as she advised us that he cannot get the same number back as he is not the registered user on their system. I then requested a manager - I advised the manager that the sim was already RICA'd when he purchased it. I asked if we could a verification where he would confirm the last time the number was used, the last time airtime was purchased, the last number dialed etc. I also advised that we have proof from Capitec that the telkom number in question is registered to my partners cellphone banking and all other banking options and has been this way for years. We are more than willing to provide verification proving my partner has been using the number in question. The manager was also of no help. We also had all FICA documents with us. I am requesting that Telkom allows the sim swop after verifying that my partner is in fact the owner of the number and update their system accordingly. The manager asked us if we know the person registered on the system to which we advised no. She then said we must find that person and bring the person with us to do the sim swop. Really? Telkom Cresta's service was terrible. They do not try and assist the client - the agent told me it will not be done and I must accept that? Is that normal customer service?