Quite disappointing service

Today I purchased airtime on my banking app for a number that I lost by accident. I called the bank who said I must call the service provider and vice versa. After back and forth I wrecked my brain and decided that a sim swop should be able to help. I asked the agent Innocent whom I spoke to who was quite the service consultant, he is an arrogant young man who was not helpful at all. I asked him what could be done as I won't be able to answer the verification questions as this sim was last used in June. The number goes to Vm which means it is off. I would like to do a sim swop so that I can get my airtime back. I specifically purchased enough airtime to pay the emergency airtime back and now I am a loser. I admit the fact that yes I made the mistake,but surely there is something that the service provider can do to assist me.

I am highly disappointed with the way the agent spoke to me, making comparison with a sim and an ID.Because to get a new ID you actually need to go to the branch. Whereas he told me that a branch won't be able to assist me.

This is not the first time that something like this occurred whilst trying to do a simswop. If there is anyone at Cell C that cares for their client's please assist me I just want my airtime transferred to the current one I'm using. I can't even try to use it via the app because I need an OTP to register. #Blackfriday