Bad attitude/response

I have a contract with Cell C to which three phone are connected. On the one phone (***) only emergency calls could be made from yesterday morning as there was no Network. We phoned Cell C and spoke to various personnel (some more helpful than others) for most of the day. The service was not restored but we were given a reference number ***. A very surly young man phoned (on ***) informing us that as we had \broken"the sim card we would to arrange and pay for its replacement. Although this is indicative of Cell C's general bad service I can assure this young man that we neither removed this very micro sim card nor did we \""break\"" it. We look forward to hearing when we can either receive a new sim card or have service restored.<br> Thank you"