CAN NOT GIVE A REASONABLE EXPLAINATION

Called the customer care line today with an issue regarding my unpaid debit. The consultant did help with confirming the outstanding balances. After settling that issue I asked her as to what the process was to do a sim swop as my phone was ******. She did explain to me and further explained that I could go to a store or call the number that I am calling on now and I will be assisted. I asked why did we contract holders have to pay a fee for a sim swop which she in turn did say that, that was how it works. So i continued to ask but why. What is the process involved that we need to pay to do a sim swop which she said she does not know and just by the way she kept talking above me or whilst I was talking. She said they have a seperate department that deals with those queries. So i asked her if i could be put through and she said no as the system wont allow her to transfer the call because I am currently in arrears of a month and that they wont allow me to do a sim swop. So i explained to her that i was not going to do the sim swop now I just want to query what is the process involved or let me speak to your team leader or manager or are you going to tell me they also don't know the reason for us to be charged to do a sim swop. After arguing with her for about 5 minutes and insisting to speak to her superior she put me on hold for a further 4 minutes. I was then put through Calvin her superior or manager. So I explained to him my concerns again which he rep**** to "it is standard CellC procedure to charge a levy for a sim swop". My immediate response was so how come CellC doesn't charge their prepaid sim cards holders for a sim swop. His response was...with contract sim cards we have billing system whereby your account can be billed for the swop. So i told him he was not making sense. Whether I use the sim card or not(currently I am not) I am still liable to pay for the account, and reminded him of the statement he told me of it being standard business procedure. So I said if it is standard business procedure whats good for is good for all. Is there a special process involved in doing a contract or are there any admin work involved he said there is no special process its just standard business procedure which made me go back to asking about the prepaid sim card holder. His response was with prepaid sim card holders they just have to normal sim card call and they can do a sim swop and my response was "is there a special sim card the contract holders have to buy and is there a different process involved than that of the prepaid sim holder. He said no. I explained to him that I am extremely upset with CellC that I have to pay for a sim swop and after them debiting my account for months with more than what I agreed to and that they did not give me any notification. Only 8 months into my contract and they just debited my account. Very dissastified customer. Can anyone please help.