money making scheme

I have two contracts with cell-c, in feb i lost a phone which had two contract sim cards in it ,i reported the matter to cell c, and followed their instruction on what is required, after investigation i was told the phone was not insured, i then requested to have a sim swab as the sim cards are linked to data and airtime, every time i call cell c to do i sim swab, i fail the validation questions and everything i respond to is correct., its now 4 weeks i have been trying to get this sim swapped. i think cell c is making money that i go to the branch to pay R140 per sim swab .