paying for a contract i cannot use

I have 4 contracts with cellc of which 2 simcards was ****** so the lines were blocked until i could do a sim swop. I went into the store on 9 oct to do a simswop and i was told to do a security check which i did twice. I failed it according to them and could not do a simswop. I recently upgraded one of my contracts, so if i was not answering my security questions correctly why would they give me another phone and upgrade my contract. Ive been paying this specific contract for months and not being able to use the airtime i am paying for. Then i gey treated like a ******** cos i dont answer the security questions correctly. Why would u lie? Then i post on facebook and a agent tells me to buy a simcard then they will assist me. So i buy the simcard, then all of a sudden they tell me they can only help me within 24 hours cos i failed the security check so my account is blocked. But cellc wants their money every month but i cannot use the service i am paying for????? This is absurd