Bad service

I am so disappointed with the service I received from Cell C. I was due for an upgrade and after they kept calling me regarding the upgrade I ended up agreeing to this upgrade. I explained to the guy, I didn't have the old device and the sim-card anymore my daughter lost them and I dont wanna do an upgrade if I will have to pay any amount for sim swap. He assured me that I wont have to pay anything. The phone was delivered on the 23rd April 2018 with the new simcard. I called Cell C for a sim swap, but I was told I cant do it over the phone due to the fact that I didnt use the sim-card over 60 days and I was advised to go to a cell c store. Now at the store was a different story, I was told I need to pay an amount one hundred and forty something for a simswap. I specifically told the guy who did my upgrade the Im not willing to pay any amount for simswap, I rather pay off the remaining month and cancel the contract and he assured me no amount will be required for simswap but now I get a different story after the upgrade was done. I feel as if I was mislead just so I could agree to the upgrade of which is wrong business practice. Why cant you guys do a simswap over the phone telling me is a security measure due to too much ***** but you can at the same time do an upgrade over the phone without doing a face to face verification check. I then decided to rather cancel the contract and have the phone returned since its impossible for me to do a simswap without paying the simswap fee. They transferred me to retention department, Im not sure why they actually call it retention because they are not doing anything to retain customers, infact very happy to cancel the contract and arranging for the phone to be picked up. This is so unbelievable, I never thought I will have to go through so much hustle just to have the simswap done. Im very disappointed by the level of service I got from your guys.