sim card faulty

I phoned cell c wanting to do a sim swap and they customer care consultant sent my query to sim swap department they never called me nd i was only told today dt my sim card s serial number is invalid nd I should go buy another sim card wit my own money or they can courier another sim card nd charge me bt my prblm is the sim card dt I hv is new frm the store nd its cell c s factory fault now I hv to buy another sim wit my money this is unfair nd bakoni was very rude he couldnt even apologise or come wit a solid solution is this how cell c treat its cusomers its so unfair nd unprofessional I wil never recommend cell c to anyone