Cell C, Sim Swap Processes failure

My sim card stopped working on Saturday 22/04/2023,when I called the customer care I was told to buy a bew sim card and do a som card because my sim card crashed. I went to the cell c store bought a sim which they insisted they Rica despite me telling them that consultant said it must not be Rica because they doing it themselves. No store sells simcards without them being Rica and Cell C operates on two fronts because the store should know their process but currently no one can assist because the store want to charge me R150 to do a sim swap and that is why they are not selling me a sim card as it yet it is their process that contracts sim swap process should have a sim card yhat is un Rica

I currently don't have a phone because no one can help me