Bad Customer Service to Loyal Customer of 10 years

As a loyal customer for 10 years and not one complaimt since now, I am highly dissapointed with the Customer Service of the Call Center. After loosing my phone and requesting a Sim Swop which I had to escalate to be dealt with, I was told it would be done and active and two hours. Two Hours passed no swim swop was done. I called back and was told I had to phone back to activate the new sim card. After re-confirming with the Agent that the card would be active, still nothing. I called back only to be told that the sim swop is still pending! I have lost my faith in CELL C and they have lost a valued customer who has never missed one payment! I expected more but all I received was false information not once but three times!!