Stolen phone/SIM & no way to access account or pass security checks

[marcofoo]

Background:

I live in South Africa and my phone with O2 physical SIM was stolen last week. I now need to obtain a SIM and send it to myself (my family) before forwarded to SA via courier.

Issues:

After 4 hours wasted on three calls to O2 and a Twitter conversion (plus two contracts being setup and cancelled as a result of incorrect advice), I have been told I must go into a UK O2 store to solve this. Reasons include:

1. I cannot pass security without providing information that I can only obtain via the stolen SIM, including EMEI number and balance on the SIM - which I cannot obtain without logging into My O2... which requires an OTP to the stolen number, even though I know my password.
2. Verification of my identity must be done in store (I can't email).

A family member kindly went into store with copies of my ID and proof of address, but they couldn't manage my account without me.

Solution?

Must I cross continents and spend £1,000 on flights and accommodation to get a new SIM with my old number? Or is there another way?

[MI5]

@marcofoo 

Try and get some sense out of the social media teams Guide: How to find help & contact O2