Poor service for the Elderly

My dad is 75 years old and diagnosed with cancer. He recently had an operation performed on him to remove 1 of lungs as it was understood that there could've been a cancerous growth on 1 of the lungs.

He had been discharged and has been in recovery at home.

However, there had been issues concerning his previous phone and the family had provided him with another phone.

With the old phone using the old "big" Sim cards, we needed to purchase a nano Sim for the new phone.

So I (his son), called in to Cell C, the customer care number on 084 135, to ask for a sim swap.

I understand the process and the value for the security questions, but I do not think it is efficient and accommodateling for the elderly people. The support consultant insisted that my dad answer the questions following protocol, however my dad at his age, doesn't grasp the questions and he doesn't remember any of it. When I saw my dad was struggling I had taken the phone from my dad to speak to the support consultant, I was ultimately told by the support consultant that my dad had failed the security questions and that he needs to go into a Cell C branch with his proof of residence and ID document.

In a perfect world this process could work, however given the current situation the world is in, with the pandemic I cannot afford nor risk the chance of taking my dad in his current state nor the state of nation into a congested branch to perform this simple Sim swap.

This process does not accommodate for people in these situations. I would suggest that Cell C revisit their policies and procedures for situations like these or similar.

I was told that even if I had to speak to someone with the mandate to understand the situation, like a manager, the same process would need to follow and my dad would need to go in to a branch.

This service is poor.