Inability of Telkom to assist with a Sim swop

I was high jacked on the 15th Oct 2022 and all my personal belongings were ******, including my cellphone and smart ID. I have a cellphone contract with Telkom. On the 17th Oct 2022 I went to the Telkom branch at Berea Centre, Durban, KZN, around 14h30 and they told me I couldnt be assisted because I don't have an original ID. I told them this was ****** and only have a temporary ID, affidavit and case number but still they were adamant they couldn't assist me. The consultant went on to say the system wasn't working and I should arrive before 11am. Today, 18 Oct 2022, I arrive at 10h00 with my old green ID book and they tell me that the system is not working. I should come back at 14h00. I am utterly appauled at this poor service, especially since verifications and OTPs use this old number that I want to switch back to. I am disgusted at the refusal to assist a customer at a critical time of need, due to nonsensical policies. It simply does not make sense when people have real cases with evidence and exceptions cannot be made!