Unfair customer service and self enrichment

Am having a challenge with cellc,am having a contract with them then I lost my sim card and went to the store in Groblersdal mall for sim swap and they refused to assist me because I can't remember some of the numbers I dialed, I gave them my id card and prove of my banking details but still they refused,I told them I can't remember the numbers as I hardly make phone calls from the sim card but still was not assisted though they monthly debit my account as shown below. So I was asking if it will be wrong if I reverse my money paid to them as I can't pay for service am not getting.please advice as I don't want to be listed as a bad payer yet am not getting assisted by the sole provider I was hoping for help from. See below as they debit