Blacklisted device (cellphone) without my consent (********** blacklisting by cell c)

I have lodged a complaint with Cell C on 21 February 2019 and they have been ignoring me. That was after i spoke to two call center consultants who were so rude. I only received a call last week and the person told me that she was shocked of my concern and can only send it to the person implicated. So this is my story.

I bought an iphone in January 2015 (if i am not mistaken). The phone worked well and never got lost or gave me problems until 19 February 2019 when it stopped working (not the sim but the phone). When i went to inquire at a cell c store, they informed me that the phone/ device was suspended/blacklisted as it was reported as ****** on 23 March 2015 and they gave me a transunion report with those details. I never reported the phone ****** or lost as the phone was never ****** or lost. Surprisingly, the phone never stopped working since 2015 when i bought it until 19 February 2019, which raises a question of how the phone was reported ****** and suspended in 2015 and continued working until 2019.

Another surprising part is, when i called (beside the refusal of both two consultants; Yanda and Asanda) to listen and help me, i was told that with the EMEI number of the phone, it shows that the phone was only used for two days in 2015. I still dont have answers from cell c on what happened to my phone and it has been a month since the phone stopped working but there is no effort at all for the matter to be resolved.

Instead, i have received emails from cell c just saying complete the attached form while there was no attached form. When i finally received the form after many days of follow-up, i realised that it is impossible for me to complete the form as i never reported the phone as ****** and it was blocked without my consent. The person who is the cell c supervisor (whose name i revealed on my email) must provide clarity as i wont be able to do an affidavit of something that i don't know. I communicated this to cell c and that was the fist time i received the call last week and the consultant told me that only the mentioned supervisor can give answers as the matter is strange and she has never heard of such. But for how long must i wait.

The very same phone which according to cell c was reported ****** was blacklisted without a case number. shouldn't cell c ensure that necessary procedures are followed before taking any actions? And who reported the phone if i never reported it myself and the phone has always been in my possession and still is.

I need an urgent resolution as this has been outstanding for almost a month now. Not only resolutions but also answers of how did something like that happened and cell c did not pick it up for 4 years.

Regards, a very unhappy cell c customer