Sim swap issue

I bought a Sim card 4 years ago and have been using it ever since. I recently got ****** and when I went to do a Sim swap at a telkom branch in one of the Joburg branches. I was told that they cannot assist to do a sim swap because the profile has my correct name and surname, however was registered with a passport number which I have never had a passport and the time I registered the Sim I provided my Identity document and I have never lost a phone and this is my first time doing sim swap ever since I got it and now all my details and information for school was registered with the same number since 4 years now. I'm struggling to login my emails and student portal and also I have app**** for bursaries and saddenly cannot access my accounts I am stuck .This is Really frustrating and affecting me as I have also app**** for Jobs of which I was awaiting for feedback. My life is on the hold because of the negligence from a employee who captured the wrong information when I initially bought the sim card. Can someone please urgently assist me because my life is on hold because of not being able to get this number back .I was able to verify all security questions asked and information on the Sim card the only issue was the passport number that was captured on my profile and of which I have no knowledge of. Please urgently assist in resolving this matter.