Cell C review: Unable to do a sim swap

I have called to block my sim and blacklist my lost phone on the 18 of June 2022 at approximately 09h30AM and all was done smoothly, later on the same day i tried to do a sim swap and was told that my number is registered under someone else, however its strange that my the security questions asked are related to my profile. Its now a challenge to get my number back due to the apparent information provided by the store and and customer care call center.

My frustration is that why am i unable to do a sim swap as i have been using the number for over 5 years and i have done a sim swap before without any challenges