Telkom after sale service

Took out a contract with Telkom mobile a few months ago and this was done entirely over the phone and over email. a few weeks ago the phone was ****** and due to it not being insured there was nothing i could do (understandable), Followed the procedure and now i need a sim swop done as i am still paying for the contract Telkom now insists i go to a store and do this as my documents need to be verified the problem i have is i am in an area where we do not have a telkom store and i cannot travel out due to work, why was it so simple to push the sale over the phone but now a sim swop cannot be done over the phone???