Sim swop

I was initially mis informed by one call centre agent when I had phoned to report my phone ******. She told me I could lock my SIM but I would still be able to receive calls on my other line as in had set a call forwarding option. Then she told me when I get a New SIM, everything can be done in store and my number could be retrieved. Today I go to a Vodacom. After them asking me my last 5 numbers dialed! Which I really don't understand swing as my PHONE WAS ******! Then she tell a me if I make a mistake I'd be locked out. After getting through the fear of that, she says my number is locked on the system! And tells me to call customer care! By the way no one even offers to help me use the store phones! I eventually manage to get through to the call centre who then ask me questions like my air time before my phone got ******, the make of my phone. I have lost or changed phone's multiple times and had no idea what phone is on the system. She then tells me because my answers were wrong. I'm locked out and need to fax my I'd plus last 5 numbers. I tell her I'm in Vodacom, they have all my papers, can't. I just hand her the phone? She says no. I go try fax. The number doesn't work!