BAD BAD BAD service

My mother had an open-heart surgery last week. Her phone got ****** whilst she was hospitalized. Luckily, she was due for an upgrade, so we opt for the upgrade and not to claim from the insurance. We contacted your customer services last week for the update, explaining the situation to Simpiwe, the consultant that assisted with the upgrade. Also requesting that the phone’s simcard must be send with the phone. Service was great….. yeah On Monday as promised the phone got delivered, but without a simcard as requested from Simpiwe. I phoned the call centre and I was advised that I must go to the closes Cell C store and purchase a simcard and phone them to activate the card on the old phone number. After having the phone put down om me several times, I spoke to Lerato Malefe (ref no: ***) she said she will send a request for the sim card’s to get delivered, and it will take up to 2 working days, that was yesterday 20/09/2023 and still no simcards received. This is unacceptable bad service from Cell C. Must I take my mother in her pajamas to go to the store and buy get the sim cards? My mother is ill after the open-heart surgery and is very weak????