Cell C contact centre plays with customers

The call center refused to ********* my lost phone because I don't know my IMEI number, I tried to explain that I got my phone almost two years ago and nobody told me that I should memorise my IMEI number. Two days later I decided to go to a Cell C shop at Vaal Mall ,I was informed that it has now been blacklisted and I can proceed with an insurance claim, fast forward 15 days later, I'm now told that IMEI number that I got from the shop is incorrect, worse nobody contacted during this period to inform me, I'm told that I am the one who should follow up even though their email said they'll revert to me.Why is Cell C playing with us, when i have been paying my two contracts and insurance loyally. My ticket id is 532478, and the phone that i lost is ***