Traumatic SIM Swap Experience – Still No Resolution After Device Theft

I am deeply frustrated and emotionally drained after trying to recover my Cell C number following a recent smash-and-grab incident, away from home in a different Province, in which my mobile device was ******. What should have been a simple SIM swap has turned into a traumatic experience — far more stressful than the actual theft.

I’ve had this number for over 10 years and have always been a loyal prepaid customer. Despite calling customer care and answering security questions to the best of my ability, I was told I failed the verification. I then went into a Cell C store and was asked to provide 4 frequently dialled numbers — which is incredibly difficult to recall without access to the ****** device.

I even took the extra step of visiting my bank to obtain statements showing my last prepaid recharge date and amount, as I don’t have access to my banking app either. Still, no luck. I’m being denied access to my own number.

How can it be this difficult for a customer to retrieve their own SIM? I understand the need for security, but this process feels rigid and lacks empathy for victims of theft. I now feel completely helpless, cut off from important contacts and services, simply because of a process that fails to consider real-life circumstances.

This experience has been nothing short of exhausting, and I sincerely hope Cell C reconsiders their approach to assisting long-standing customers who are going through already traumatic events.