Cellc is the worst network ever!

I have been with Cellc for close to 10 years and I recently had my phone ****** at the Global Citizens concert in Johannesburg. The person that stole my phone was using it and my sim for a few days after the incident. When I went into a Cellc store in Musgrave center in Durban, my sim swap failed and I had explained to the lady assisting me that my memory of the 5 calls I last dialed and last day of recharge won't correspond with what the system has because the person who stole my phone was using my sim card. The lady assisting me had absolutely no time for me as she quickly brushed me off and said there's nothing she could do then went ahead and answered her phone. I am absolutely appalled by Cellc. What is the point of Rica if at the end of the day I can't use my ID and proof of residence to perform a sim swap. And why must it be the 5 last dialed numbers instead of frequently dialed numbers. It just makes no sense and they need to change!