Serious deteriorating service in re upgrades

I upgraded my existing contract and two weeks later, today, I finally received the laptop and router. Initially, when I upgraded I inquired about the sim card and number that I use, because the number I upgraded was my primary number. The consulted advised that they would be able to do a number swap and the benefits could be loaded on the new number. After speaking to about 8 agents between customer service and upgrades I was advised that it is not possible and that I would have to remove the sim card from my cellphone every time I need to use the router or alternatively, pay R200 or more to get a new number and for the benefits to be transferred. I have been a client with 2 contacts for over 6 years and I must admit that I am seriously enraged by the level of professionalism or the lack thereof and also the miscommunication between departments, because one agents promises one thing, transfers your call and the next agent is clueless in regards to procedures/prices. I am on the brink of returning the items and cancelling my contracts, although I really don't want to, but I am just fed up with the terrible service. They are quick to assist with new contracts, but the client is left unattended if problems arise. As someone who has advocated the services of CellC to friends and family, I am appalled.