Cell c refuse to blacklist lost phone

Good day I am very very upset with the service from cell c customer service. This is utter ridiculousness. I have been a long time customer with cell c and this is making me reconsider to never get another contract from you. So I had 2 hauwei p30 lite phones on contract which was due for upgrade Nov 2023. Then they kept contacting me to find out if I want to upgrade. Eventually I went on the 11/11/2023 for upgrades. I took out 2 handsets, hauwei nova 11i this time. So both myself and my wife have 2 cellphones. Then p30 lites got used, one for my wife's business and one for her games.On 01/01/2024 unfortunately she lost her p30 lite while at the beach during the course of the day and because she used her Sim card she has been using for more then 2 years on contract in her new phone from cell c, cell c is refusing to blocklist the p30 lite because there was no simcard in.I know for a fact you can use the imei numbers of the phone to block the device. Other networks do this. Why is cell c not able to help their customers in times of trouble but you are quick to want to contact us for upgrades and things. If I didn't take an upgrade, she would still have her simcard in the lost phone. I bought that phones on contract from you, and the new devices remained now with the same numbers, so how was she suppose to use 2 phones with one number.I expect help because I have been phoned and smsd to upgrade until I came in to your shop, to do so. Now I will bother you until I get help to get that phone blocked.