BAD SERVICE EVER, CELL C

I never thought after more than 10 years using cellc will change my network , I lost my phone on Monday and Thursday I bought sim card for sim swap. I called call center and spoke to Palesa gave me bad service, then I called again I spoke to Slindile who perform sim swap for me and told me to wait for 24 hours before using sim card. Friday afternoon I tried to use sim card and not working, I called call center again and I was told sim swap was not done, I was shocked. Called again Saturday morning spoke to Nkululeko and told me my sim is damage and i have to buy new sim. I bought new sim card he perform security check and told me I failed and he can't help after I gve him my details including I'd number and address. WHAT KIND OF SERVICE IS THIS CELLC. I m losing important things on my sim card. You failed to help me.