Terrible client experience

I am mortified with the service i recieved by cell c call center agents on 06/06/22 and 07/06/22.

On the 06/06/22 i was almost hijacked and the hijacker only managed to get away with my phone.

After the incident i went to cell c bluff where the consultant assisted me with a new contract, i opted to do the sim swap through the call center as it was cheaper.

I called in at 5:05 pm requesting a sim swap and giving the specific number in question. The agent explained the fee and process which i was happy with.

After 8 i decided to put the new sim in to see if it was active yet and to my excitement it was working. While activating my banking apps i was getting errors and i could not understand why until my husband gave me a call informing the phone and number the hijacker has is still active and they called him to strike a deal.

I was confused as the sim swao was done and on my new phone its working, i then checked the number i used and it was the incorrect number the sim swap was done on.

I immediately contact cell c again this was after 8 and explain in a panic what had happened, they advised that sim swaps cant be done after 8 so i requeated my number to be suspended and requested to speak to a team leader which they advised they do not have on duty.

The next day i called again to get my sim swap done abd fee reversed however i had no luck until i went in store where they still gave myself and the store manger a hassel. Please provide ne with all the call recordings and investigate this matter