Telkom refuse Sim swap due to one being ****** and ****** of I'd and Phones with Laptop

I got ****** and phones. And Id we're taken with work laptop. Other service provide managed to do a SIM swap for me and only telkom says I must come with a temporary I'D which I am unable to have done now due to financial struggles and also I still have my license and also I'd copy . What kind of services is this I mean one is traumatised and still trying to figure out this but they don't wanna help in getting a mere sim swap to be able to connect with my family. Tired even explaining that I have a case opened but they refuse to help me.