6 staff & 2 wks, to get info on a SIM swap abroad!

I am abroad and lost my phone. I inquired about getting a SIM swap done. On 27 January ***~AETE - Wendy September advised that my parents could buy a SIM and send me the number and after I forward the SIM number to her you could do the swap. I send the SIM number and on 1 Feb Muneeb Kolia emails me to verify my details so they could go ahead with the Swap. After verification I receive a mail from Bulelani Skulu on 2 Feb who says the SIM needs to be a contract SIM of which Wendy tell me. On 2 Feb again Zukiswa Sikolakhe calls me to explain that the SIM needs to be contract and not a prepaid SIM. My mom goes to the shop again and sends me the SIM number of a contract SIM. At 18:27 on 9 Feb Mivuyo Mfinwana mails me to verify my details AGAIN and initiate the process, I respond with my details to have them verified. 4 hours later Phindile Chiya mails me to tell me that I actually need to write a letter authorizing my parents to do the SIM swap and that they need a copy of my ID too! So in all this time another month has passed and I assume the oldest month of airtime has expired due to your staff's incompetence?Who is going to reimburse my mother for driving to the shop TWICE?