Telkom is so backward and disappointing

I am very disappointed with Telkom. I lost my SIM card at the hospital where I was admitted to and needed to do a SIM swap and I discovered that with Telkom you cannot do SIM swap online or through their customer service like Vodacom and MTN. I thought I'd be able to go to a PnP near me upon being discharged. I was discharged and i went to PnP and i was told that I actually need to go to a Telkom store. I was sick and in pain but had to find a Telkom store and when i got there i produced my driver's licence and proof of address. They refused to do a SIM swap for me saying they want to see my ID card / book not a driver's licence.

I would like to know why is Telkom so backward. As soon as i get better i want to move to a more advanced network provider. I would not recommend anyone to use Telkom.