POOR POOR POOR SERVICE

I am very dissapointed with how my query has been handle and this is not the firt time cell c has dissapointed me with how they handle my queries. i have a contract which has an issue with the sim card, i has been a while since i have'nt been able to use it and i have been struggling to get a SIM SWOP done. The cal centre agents are not very helpful as they don't tell me exactly why hav'nt i been assisted as yet. I was promised a call back by l someone to assist me but they don't call on the times advise. i don't use my phone at work and they call when i don't have my phone with me. I am paying for a service i am not using which is totally not fair. I have on numerous occasions asked to be called at 12:30 and 13:30 but no one does and this is frustrating. If this is still not sorted i am taking this up with the Ombudsman