Telkom Mobile - Prepaid sim swap

I have recently lost my phone through theft, and went to a branch in Alberton (Newmarket mall), I was told that , the system is off line and I was advised to go to Alberton City branch, I went to Alberton (City branch), I was told that the system is off line . I went to Germiston (Golden Walk branch) that’s where I was told that the won’t be able to do sum swap for me. I have ask the reason Why? I was told about the new clause that was introduced in May 2023....