Disgusting service

I have never come across a more unhelpful service provider. Iost my ID and needed to do a sim swap because I had just bought a new phone from telkom (worst mistake of my life) I am being told I can only use my ID to do this and they cannot help me otherwise. I have an affidavit stating that my ID has been lost, I even have the slip from home affairs stating that I am waiting for a new issuing but they could not be bothered. It hasn't even been 2 weeks and this is already the bad service I am receiving.