blacklisting

Good day, im very dissapointed in cell cell for not assisting us in getting a phone to be blacklisted, my brother has lost his phone and is unable to claim form the insurance because cell c is not helping us in blacklisting it, since Saturday we have been doing numerous to the call centre ,we do the validation they tell us of 24 to 48 hours ***, we call again same process Spoke to the team leader Karen ref *** his telling us we have to go to cell c branch we didnt pass the validation with him . how was it that more than 10 consultant we have been validated with we passed.. but not with the team leader , probably he just made us fail the validation to prove a point..that is just bad servise from cell c.. i would like this problem to be resolved ..if all calls are recorded like they say they are they should check on the system cell number in question is ***