Terrible Service when doing Sim Swap

Cell C Customer Service Case Number : *** Tried to do a sim swap in your shop and online and I apparently am failing frequently called numbers. I have provided my RICA details to prove my identity but because i can remember my recharging habits or so called frequently called numbers I am failing the security questions.

What troubles me is that the service thus fas has been u have failed security question so thats it we cant sim swap.

My identity as per RICA i can prove and also show call logs from some people i have called, this i have provided to your East Rand mall branch but they say the number is not frequently called. The branch says it cannot even escalate my issue nor provide me with names of the agents that were trying to do the sim swap.

The call centre guys also could not log a complaint to escalate the case, got a name, Simele Mbhele and manager Senzo who was to call me but nothing has happened.( (honestly after the service experienced, i don't think they are real names) It boggles the mind how an organisation like CELLC cannot have its agents log issues so that customers can follow up based on case references.

When i signed up for my sim no-one said i had to keep a record of when i recharge and keep frequently called numbers as a record for when i damage my sim or lose it.

May you advise as to how i can proceed to get my sim swapped, since i have my RICA'ed details and have the documents to prove both ID and addresses.

Yours, ****ed off Customer for over a decade,