Bad service

The worst experience ever! I was ****** on Saturday (10/08/2024), I lost a replacement device I have insured with you along with other belongings I had with me at the time. The staff lacks empathy and knowledge on how to assist a customer retrieve an IMEI number, I've mentioned to you countless times that my husband and I moved from Joburg to PE, how practical is it to keep track of a small box amongst all the stuff we've had to sort through??? The device I lost was a replacement device so surely you should have the IMEI numbers somewhere on your records! I'm losing money as the days go by because you haven't even assisted with blocking the number so that I can at least make a sim swap. You are actually a liability, because you're not only debiting from us monthly, but in my time of need I must be the one to call multiple times daily since the incident. Major regret dealing with you lot!