Damaged sim card , sim swap struggle

Dear service provider <br> <br> It is with great disappointment that I have to lodge this complain on this website. <br> <br> I have been using the Cell C cell phone network since I started having a cell phone in 2003 and the service I have received lately is totally unacceptable . <br> <br> I started experiencing net work problems on Monday the 9th of November around 4pm in the afternoon , my phone had no network and showed a sign that emergency call only. I rebooted the phone about 3 time but still it was giving the same problem. I therefore called your call centre around 18:15 and I was informed that my simcard is damaged but not advised what could have caused the damage. I was advised to buy a new simcard and call to do a simswap , I did as advised however yesterday your consultant could not do a simswap for me because out of 5 security questions I could only answer 4 . my frustration is that its been two day s now without network connection. I still have my original simcard , I need a reason why its not working in the first place . I bought a new simcard I need a solution as to how do I get my phone working the last thing I want is to port my number because Cell C is unable to resolve this.