Terrible Cell C "Customer care" system

Today is August 24, 2025. It is now 08:35 am. My phone was ****** by a pick pocket event on August 23, 2025 at about 13:30. I immediately went to the closest Cell C store to try to stop the SIM and to do a sim-swap in order to protect my digital interest as quickly as possible. The Cell C store's people were unable to help me as their system was off-line. They did assist me to call their "Customer care" number on 084135. While I was still in shock, as the mugging was a physical ordeal, the Cell C agent on the phone spoke too fast and too soft for me to at least hear what was being said. I was asked several "security" questions while I was physically in the Cell C store. They are allowed 300 seconds to ask questions in which time I should somehow have answers to questions that I don't even know the answers to right away, where some of of the answers may be on the very phone that has just been taken from me, and some of them could be verified, but only with adequate time, but not 300 seconds. The "Customer care" lady was also a bit rude.

I apparently failed some of those questions (while being physically present in the Cell C store, having my identity documents with me).

I have tried to call yet again, only to fail again.

I then went to a Telkom store as I had 2 sim cards in the phone. Telkom assisted me and resolved my Telkom SIM issue in less than 10 minutes. I then went home and used my Wife's phone to again try calling cell C "Customer care"

Every time I have failed the "security questions", while my phone with all my information was now in another's possession for several hours already.

I persisted in calling yet again, and eventually spoke to ane agent that was more logical in the approach. I then discovered that my contract shows my Nick name and not my full names as on my identity documents.

I then passed the first set of "security verification checks", however, failed yet again the second set of "authentication tests" but this time because i was asked a question that I had to quickly verify on my computer, and was a few seconds too late to reply with the OTP I was sent. This time the agent likely knew that I was legitimate but due to time elapsed could not assist. He then finally blocked the phone number (about 5 hours after the incident). The agent then informed me that I can unfortunately not try again the same day, and I had to try again after 07:00 am the next day, which is today.

I have now tried twice this morning again, and failed both times. I will now have to travel again the 20 kilometres to the nearest Cell C shop, hoping that their system is online.

I am not sure what the outcome will be, now almost 18 hours after the incident.

Obviously, I will not recommend that anyone use Cell C as service provider, as their cellular coverage is anyway terrible. The only positive thing about them is that some of their "in person" agents are helpful and kind, but they too have to provide a service for an indefensibly bad service provider.

I will cancel my contract with them ASAP