Unhappy client, bad customer service.

I have 2 cell c contracts and one of the sim cards stopped working, I called Cell C and they transferred me to the technical department and i spoke to a guy on Sunday, he confirmed that it was a network error and they will not charge me for sim swap, when he was about to assist me, he then realized that I did a sim swap previously and I was not charged as well, I explained that the phone I bought from cell c used a nano sim card, however they sent me a micro sim card, he then said he will be sending an e-mail to another department so that they will remove the hold and allow him to do the sim swam without charging me, he requested me to call again on Monday, I called on Tuesday, however the people i spoke to refused to assist me according to the initial agreement.