BLACKLISTING NOT HAPPENING

Ive got two contract with cell c/glocell, couple of weeks ago my house got burgled and of the items that was ****** the two phones was also taken, gave cell/c and glocell a call filled in the blacklisting forms then got told that they cant blacklist the phones as the sim cards was not used in conjunction with the phones I queried this and just got told they cannot help...the phones in question was a Blackberry Leap which was using the Balckberry operating system which has become basically null and void the other phone was a Sony Xperia M4 aqua the screen on this phone cracked and was difficult to make a call on this phone thus it was rendered damage prior to my incident I did phone glocell to see when I can upgrade and was told October......crux of the matter is I pay my account diligently month after month never skipped a payment and now a simple blacklisting of phones cannot happen SERVICING SUCKS