Cell C extremely bad service

I lost my id and phones to *******. I then went to cell c Eastgate to do a sim swap with my ID copy. They refused to assist saying i need the original ID, which is ****** and will take long to get. The consultant advised me to buy a new and unregistered sim to do a sim swap via call centre. When i call the call centre, they tell me they cant help and i must go to a branch. This is after using the same sim for more than 5 years. This is bull ****, extremely poor service.