Problem with poor assistance from customer care to do a sim swop.

On 17 December I lost my phone I blocked my number *** since the 18th December I tried telephonically to do a sim swop, the system said I failed the authentication questions, it is impossible that I failed 14 attempts, surely something is wrong, I send four emails to ***, got one reply that they tried to phone me but could not get hold of me on *** obviously they would not be able to because cellc blocked my number because i lost my phone, I gave them an alternative number where to reach me ***) On enquiry twice they informed that a manager would phone me back shortly but nobody did. My last enquiry on the 30th of December I was informed that the case is closed because they cannot get hold of me. There is no Cellc shop in Vryheid where I can go to resolve the issue. This is really frustrating to sit without a phone for 13 Days and that Cellc customer service does not bother to attempt to tri and resolve my problem, I have been a loyal customer with cellc for many years and never been treated so badly. All that the operators tell me is sorry for the inconvenience and I must call again.