****ed of loyal customer

I purchased a prepaid data sim that was damaged and not working as i tested it in a few devices. Made contact with Cell C and they said I should purchase another sim card at my own cost and call them to do a sim swop. I did not agree with paying for another sim however it was only R5 so it did not hurt the pocket however its wrong!!! I then called Cell C yesterday to conduct the sim swop. After being pushed from pillar to post and 27 minutes later I was then told that there are not enough security questions that they can ask because it is a new prepaid sim. this is absolute *******!!! I am a customer of Cell C for decades and now all of a sudden they dont know who the hell I am. I want all my other 3 lines cancelled with these *********** people that I have been loyal to, even when the other networks had 3g and cell c had nothing.