CELL C is getting more and more (if possible) useless

On Saturday5 June I went to Woodmead Cell C to check why the modem I am paying for on contract is not working. Dollet Baloyi checked (in between chatting to colleagues) and it turned out the SIM card is faulty. She offered that I do a swim swap. She checked all my details on the system and made a copy of my ID. I completed the form and was ready to make the payment. Only to be informed that I had the once security question (what data package are you on) incorrect. Therefore, despite sitting with the faulty SIM in her hand she was unable to process a SIM swap. I also had my Cell C contract phone with me. My monthly Cell C spend is considerable. I now have to AGAIN take time to go to Cell C, speak to a disinterested employee and probably end up with the same result.