Sim-Swop Refused by arrogant consultant

I called in to Virgin Mobile Customer care to assist me <br> <br> I purchased a recharge voucher as I was unable to dial out , & was only able to receive incoming calls and messages.I was at fault due to the fact that I have not recharged timeously , however made contact with Virgin Mobile to assist me as a customer to process my recharge and re-enable my outgoing services. <br> <br> I was advised by the customer care consultant that due to me not recharging in time ,my number was disconnected , however she would gladly assist me to re-connect and re-instate my number if I purchase a new virgin mobile starter pack .I should then call customer care again and they would perform a sim-swop for me and re-instate my number and I could then re-charge and continue to use my service and keep my number <br> Ref No:(VRZK***9) -- therefore my conversation with the consultant can be verified as all calls are recorded ...<br> I went to the nearest outlet to purchase a replacement virgin starter pack , and called back for customer care to assist me , only to be helped by a \champ"who was totally arrogant and unhelpful toward me and refused to assist after I explained the above . Ref(VRNR***5)<br> <br> PLS HELP"""