Service Complaint

I just lost my sim card and asked Cellc about a sim swap , they told me that I can do it only if it was understand my name, I tried to talk to them and explain that I didn't buy the sim card from the store I got it from a Cellc Mobile store already registered and the told me that they can not help me. I'm so disappointed in Cellc how do they Send Sales person to promite their sim cards, to give away their sim cards if they will do this when we need to sim swap those sim cards we got from their salesperson