Cell C poor service

My daughter's cell phone was ****** last Saturday. She is a student and does not have a contract. But uses pay as you go. We called Cell C on their customer care line. To request a SIM swap and wanted to block the hand set. The consultant requested that they do a security verification. She was asked a few questions as to when last did she recharge, and the last two numbers she called. All most 95% of her activy on the phone is done using Wi-Fi at home. She does not use her phone to make calls but on the rare occasion she does. Now bearing in mind her phone has been ****** she got one question wrong. They could not help. But adviced us to go to a cell c store. The next day being Sunday we went to the cell c store at Mall of Africa. They requested proof of address and ID. The sim was Rica in my wife's name. We produced all documentation requested. All was in order. They again asked my daughter toanswer the security questions. The same questions asked by the customer care line consultant. Again she got the one out of three questions wrong. The consultant at the store said that they can not proceed as it is mandorty that all questions are correct. So we asked if they could only block the hand set. We were adviced to go to a police station to get a case number and come back to the store to have this done. Today we go to the police station only to be told that we need an ITC number from Cell C to open a case. We again called the customer care line with no help apart from being told to go back to the store and request they help. What poor service from Cell C. Not only does my daughter lose her number that she had for the last 4 or so years. But the person that stole the phone can enjoy it with out any inconvinience. Thank you Cell C for supporting the *********.