uproffessional services rendered by this so called Cell C

Cell C agents seem to be clueless with what they are doing and the excuse they give is the system does not allow them to do so. i took a contract for my 70 year old mother and for the past 4 Months the Sim Card has been off apparently its damaged. when i call Cell C in order to make a Sim Swap am told the system, does not allow them to transfer me. I am tired with their services especially because i have been paying for a contract that its not even working. i am potting my number to another Network.