sim swap ripoff

I think Cell c should be investigated for faulty Sim cards. on Sunday my simcard just lost network. On Monday I called cellc, they put me through to their technical division, the lady i was speaking to asks me which Sim do I use. when I told her it is the blue and white one she said it was faulty i need to buy new one and do simswap. th problem i have is who should pay for the simswap? I was not at fault and though it became faulty under my care but I did nothing wrong. So I called customer care again to enquire on who pays for the simswap. Ms Venoria Jacobs promised to call me within an hour after listening to the agent saying the blue and white sims were faulty, today 48 hours later she never called. the simswap division as well was said to call me in 24/48 hours, today 48hours has expired im still waiting to be called for the simswap. since i have been with cellc i have paid more than 200 in simswaps only because the sim is damaged. i have had the same mtn sim since 2008 and it has never been damaged, ever. why are cell c simcards always giving us problems, or is it because I am on contract and it's not free to do a simswap.how much more should I stay without a ce