Unsatisfied cell c customer

I recently lost my phone due to theft. Fortunately my insurance has replaced my phone .i have a cell contract,i went inside a cell c store in musgrave centre to get a new sim swap only to find that i have to pay R110 for a sim swap.i opted for buying a sim card that was not rica so i can do my own sum swap over the phone. I have to mention my disappointment after i completed the process over the phone , i was told i would have to wait 2 to 24 hours for my sim to be activated. After 24 hours my sim was still inactive. So i phoned them back only to be told that "my sim swap was not successful and they suggest that i should go into a cell c store to get it done". Which i find very odd is that fact that they failed to tell me the reason that my sim swap was not successful. Is this how they force us to pay R110 for a sim swap instead R55 over the phone registration. You cannot give an option of phoning yet knowing that i would be sent back into a cell c branch.is this a new money making scheme? Im left now with an inactice sim card and i cannot access my monthly benefit.now im forced to spend more money on data. Im really disappointed on cell c.