Mission to get sim swop done

I've been using my number for a while but I accidentally damaged my sim card a month ago. I have been struggling to get a sim swap as the call centre agents cannot assist for some reason I am still unsure of. I went to your branch in Southgate where a guy did not even take 10mins to help me. I was so impressed with his service even though I was charged R10. for a sim. When I inserted the card in my phone it wasn't working! I called the call centre and spoke to Bongiwe who was tired, lazy or just bad attitude who rudely told me there's nothing they can do if the sim is not working. she told me to \buy a new simcard for just R1". My problem is how can YOUR BRANCH sell sim cards that are not working and when we query about it we get treated like dogs? I mean I really don't want to change my number now after so many years for people who cant do their jobs!!! I need answers.."""