SIM SWAP

Iam not happy with the response I got from John Elliot Specialis Investigations it sounds as if he is putting the blame on me. I want to know how did they do the sim swap if my cellphone was on and on the letter he is saying steps where taken to prevent the sim swap if I did not request it, How will I prevent a sim swap at 01:32 in the morning while sleeping and I want to know the location the sim swap was done