Sim swap

Good day

My simcard damaged - I went to buy a new simcard at Pep - it seemed like the lady at Pep did not do the sim swap. I phoned customer care to do a security check which I failed. I decided to go to the shop to do another sim swam to no avail. I phoned customer care again this morning and again the security checks failed - however the consultant told me that it was not necessary for the consultants to ask security question at the Cell C Potchefstroom branch. Who or what is right in this instance??? I've been a Cell C customer for more than 5 years now and I don't feel it is necessary to port to another network because of this - totally unacceptable.