sim swap telkom please help me here

it has been a month since i lost my sim card i couldn't do a sim swap but now since we are on level 4 i went to the store to do a sim swap and i was told the sim is not in my name but i have been using the sim for 2 years now . so i asked what can i do from here i was told to go to the police station and make a statement and i did just that went back to the store and still i was told the sim swap cant not be done i was sent home with a case number(***8) till today i am waiting for feedback i really need the number back i have everything registered on it and since we on lock down i am unable to change the number at some places