Most Disgusting service!!!

On the 3rd of October my iPhone was ****** and activated the Lost Mode on it. I had called Cell C to notify them it had been ****** and would do a sim swap. Upon buying a sim card I inserted it into my phone and when I called cell c call centre was told I just need to buy the sim and not RICA it even though I had RICA'd the sim to use they service in order for the sim swap. I went back to the store to buy another sim card and called the call centre again to retrieve my number back but to my amazement the consultant says sorry u have failed the security questions and can't do my sim swap. I called the call centre again to find out what other way am I able to retrieve my number as I have started using the number for important business forms the gentlemen (next consultant) tells me I have to go instore Cell C store where they will sim swap it without any security questions! I'm very upset as now I have been passed around from pillar to post since upon a first interaction with Cell C call centre agents couldn't inform me of this...furthermore Cell C I still don't have my number back