Sim Swap

My daughter bought a sim card from a house shop which was already RICA'd, she's been using this sim card for months and her phone unfortunately got ****** at college, She tried to do a sim swap but is now told by Telkom that they cannot do a sim swap for her, she needs this number as it is linked to her school accounts and everything else she needs to use, The person in who's name the sim card is registered has many as in many numbers registered in his name.....my daughter even went to the police station to get an affidavit confirming that the number in question has been in use by her. I know with other networks they assist you in cases like these but Telkom is just refusing to assist my daughter,