Ridiculous SIM swap issue

To whoever responds, note my contact number beside the reference number since I can't use my actual number. I live abroad at the moment. My SIM card stopped working. I frequently used the phone for sending and receiving SMSs. I was told by customer care that I need to get someone to buy me a new SIM and then RICA it. They also told me that because I was on contract previously and that it is a contract SIM, I needed to buy a contract SIM otherwise it would not work. I couldn't RICA it with the app and phoned again. I was told I had to send someone with all my documentation to RICA it for me at a store. They could then assist me over the phone with the SIM swap. I then tried the SIM swap over the phone and it failed due to security questions (I can't remember what the last phone type was I used with the number since I'd put it in different phones, I can give a list of phones I own, but not the exact one that was last used which seemed to be an issue). The person who tried to do the SIM swap then said I have to send someone to a Vodacom store again with a letter. The Vodacom store told my parents that they've never seen an error like this and were unable to help. I need my phone number for various services I'm subscribed to. Everytime I phone customer care I get another story / version of what I need to do. I would just like to get this resolved.