Cell C bad sim swop service

Called cell C on 18 April to do a swim swop for one of my contracts I have with them.I was told that department is closed they will log a call for me to have an agent phoning me back the next day.No agent agent phoned me, until I phoned in my myself that afternoon and I was told turn around time is indeed long but my call will be escalated for urgency.Received an SMS saying my sim swop was not sucessfull due to account being in arrears, but the number they are quoting is not the number I requested the SIM swop on.Called Cell c again on 19 and queried this, and again the sim swop department is closed they call me back tomorrow my call has been logged.I receive an sms saying that my sim swop was sucessfull on the number that I did not request a sim swop on. Called them again!! consultant said I must of used a self service pin to do this myself. How is it possible!!! I spoke to an agent and I was expecting a call the day. I asked for manger and he said he is sorry they cant reverse it i must go an buy another sim card and they will do it .Such an inconvenience now, i am sitting with a sim card that has no contact details on the phone book whatsoever.have tried this in Dec and failed