Agent not suitable for call centre

I phone the call centre for a sim swap. They transfer me to a lady. She asked to talk to my wife who's number wasn't working. She said she had to go through a security check. We ask her if there wasn't anyone who can talk Afrikaans. All the terms in English are not always understandable. She told us that there is nobody at Cell C who can talk Afrikaans. My wife try to give her the details but she could not understand. The e-mail address is in Afrikaans and she could not confirm it then she ask for alternative number. I try to ask her what is it starting with 084 or 074 she shout that I should be quiet at the back ground and she is still busy with the e-mail, after she asked for alternative number and not e-mail. My phone was on speaker phone. She failed the security check and told us to go to a Cell C shop. How long will it still take to do the sim swap because my car is broken. There is no public transport to it. Then we must pay for the contract and we still have to pay another R50 for the sim swap. We are your client and I feel you must keep the sim card in order on a contract . Dont know why a sim card just refuse to work and say you not longer registered on the network.