sim swop issues!

On the 24th june 2015 my sim card stopped working i called cell c twice and was told i need to a sim swop because im on contract. I go to the cell c store in golden acre they say i need my id to rica the sim so i must come back. Today i get to the cell c store they rica a nano sim for me i go back to work and call the customer care line im informed i need an unrica'd sim card so i walk back to the store get another sim and call them again before 11am. They tell me they will call me in 2-4 hours to do the sim swop. I have called them twice and was told they will call, i call again at 18:30 and was told they will call tomorrow because that department has closed already!! 2 days with no fone! And now i have to pay for a sim swop because their service was unavailable not because i lost my phone! This is ridiculous!!!!