Refusal to assist with sim swap

Poor service from Telkom Wonderpark next to Edgars. I went in store to do a sim a swap and was turned back by Porcia Moshala for not having proof of residence and I am a contract holder of Telkom. I had my Id with me and could be identified by it but she refused to assist without proof of residence. Other services provider like Vodacom only require an Id for a sim swap.