Unprofessional Service!!!

I took out a contract last year November for my daughter. Firstly the Sim did not pick up in the phone..been calling cell c since last year trying to fix this. The customer agents keep telling me that I need to purchase a non Rica Sim and call them with the serial number. How unprofessional is this!! They issue me with a faulty Sim and expect me to do the run around for a Sim and secondly the stores must rica your Sim.this is what I been tryna tell this people. Instead I am paying for a service which I am not using. I have 3 contracts with them and this is just about the worst!!!