CELL C, WORST SERVICE PROVIDER EVER.. ****************

I've been in a contract with Cell C for 3 years now, the phone I have now, is probably my 5th or 6th phone. The last phone I had was ****** a few weeks ago, I called Cell C to blacklist the phone and 'lock'(or whatever term they use) my SIM card. This is a very fami**** process to me, counting how many times I have lost my phone. I remember there was a time when I was NOT aware of the SIM locking process, I did a sim swap but my phone was not working. I then called customer care and the lady I spoke to told me that it was because my sim was 'locked', and told me she would open the line(not exact words). She told me this was so no one would be able to use my number. Ever since then, when I call Cell C, I always ask to blacklist my phone and 'lock' my SIM. When I receive a replacement phone, I then call to activate the line, not once have I been told about fee or have paid a fee for it. I have always been charged a SIM SWAP fee. Now yesterday I'm told that I need to pay over a hundred rand's to 'activate' my line. When I ask since when, I was told its always been there. So why have I not been paying this fee all along ??? It was definitely the first time I was even hearing of it. I would certainly know if I was charged over a hundred rand's on my bill at any time. I even asked the guy I spoke to go through my 'records' or 'activities' on their system to confirm what I was talking about, he told me he is not able to go any further than records of calls I made yesterday, which makes absolutely no sense. Why the F*** do I need to pay for activating MY line, and when did it apply cause the last time(not being the first time) I locked and unlocked my SIM was last year August and I wasn't charged any fee. This is very much new to me, I would like for someone to clarify this for me, and that someone needs to through my records, see and confirm my story because I do not want to be made like I DO NOT KNOW WHAT I AM TALKING ABOUT.