Worst Customer Service Experience

Can I please get some help . Why is it that when it comes to contracts , there is a simple method of doing things but when it comes to getting a sim swap things a lengthy and so complicated . All I need is a sim swap , I called the call center they said go to the store , I get to the store and I'm told I need a proof of residence. How do I do that when I lost a phone , I asked the lady that was helping me to log onto her PC , this is something that wouldn't even have taken five minutes and she told me to go get the print out elsewhere , If I was applying for a contract phone and needed that , I 'm sure that she would have said yes I can print because she would have needed that sale.