Personal information issue

For a giant Telkom is, certain things are not really necessary. I mean, a simple thing that needs be done; I prove my ownership of pre-ricad sim and you edit my account details. I remember asking for assistance with this before losing the sim, one agent said my details can be updated and now when I need this to be done, it's not possible?? Why have a functioning feature in your systems and have agents to claim it's not there?? Can someone who's customer obsessed help me with this