CellC Sim Swap block

I called CellC customer service to do a sim swap as I received my upgrade handset on Friday and realized afterwards that it needs a Nano sim. My sister in the main account holder and needed to verify her details. The consultant didn't even allow her to verify her ID when she was told that the sim would be blocked. The matter was escalated to his team leader "Tshepo" who also mentioned blocking the sim. No other verification were done and after a long discussion he put the phone down in my sister's ear, and not long after that the sim was blocked. I phoned again and spoke to another team leader""Budu" who says that nothing can be done and tha a manager can only assist tomorrow morning and that we have to go to a store to verify the account holder. We have clients with CellC for over 6yrs and this is the worst service yet. Incident number: ********** ********** There is still more to the story but I truly hope someone senior sees this bad service being rendered to a long standing customer...feel like cancelling this contract. Hello Peter can you please advise and/or assist in how we can escalate this matter.