Blacklisting of Handset

on the 3rd October 2015 i lost my cellphone and it is insured and i went to the police to report it as the store i bought the cellphone from said i should report it and get the itc number from a service provider. So i was with MTN before and i ported to Cell C with my number. I called 084140 to request them to blacklist the phone so i spoke to Benjamin from callcenter johannesburg whom he refuses to block the phone so i escalated the matter to the team manager callled Sfiso and he tried to help me by sending me the backlisting request form. I completed the form and send it back to [Email Removed] with my number on the subject line as he said it will take 24hrs to 48hrs. After 2 days i phone the call center again and ask for Sifiso and they said they do not know Sifiso and i am very disappointed that now i have to forget about claiming because my service provider would not help and that means i was paying insurance for nothing