Bad service

I took out a contract with cell c November 2024,it was 2 phones was for my husband. He used the Sim card for 2 months or so and it got damaged. I took time to report because we were staying in different provinces then and each time we are together I will forget to take the sim.I went to their branch in Polokwane and I was told that I will have to pay for the Sim that is not lost but just stopped working. Although it doest make sense to pay for the Sim that is not lost I opted for the second option of buying a Sim card and do a Sim swap online because it is cheaper than doing the Sim in the branch. I bought a Sim and called cell c only to be told a different story that I must provide an affidavit and certified ID because the Sim was not used for more than 6 months, mind you I was told by 3 or 4 different consultants who didn't mention this part. I submitted the documents and same day I was called from cell c and the person said she is calling to assist me with Sim swap because they received my documents, after passing verification the lady told me that she didn't see that the Sim is contract she only deals with prepaid and she transfered me to Mbali who told me that she cannot assist me because I called and the process is cellc must call, I explained that I did not call I was called but she still couldn't help me. I really have a problem that from the beginning of the process it looks like cellc staff don't know what they found and secondly they just call without checking the trail. I have been paying for more than 12 months without using the Sim, yes in the beginning it was my fault that I did not report on time but now cell c is causing all the delay.