Contract - Samsung J6 Dual sim black phone - ***

I have a Samsung J6 dual sim contract with Cell C. I lost my phone last year January 2019 called in to blacklist it and got a ITC number that I took to the police station for a case number and then to Cell C stores and claimed for it, However the person who picked it up recognized my sons picture on the screensaver and brought it back to me. My 1 slot wasnt working but I thought its faulty - months later I went into the Cell C store wanting them to repair it for me, only to find out that it is blacklisted hence it not working I was told by the sales person that I need to call the call centre and ask them to unblacklist my phone. August 2019 I called in and asked for my Samsung J6 dual sim to be unblacklisted, I was told to get an Affidavit and send it through which I did and my phone was unblacklisted and working fine. 24 June 2020 I lost my phone again and once again i called in to blacklist my phone and got a ITC number. Went to the police station for a case number and then took it in to the Cell C store and completed the necessary paper work for claims. Since that time I am phonelist and I have been sending emails upon emails following up between Cell C stores canal walk, Cell C customer care and C Insurance and I dont seem to get any joy out of any of them. Everytime when I think I have sent them what they asked for they come up with something else. I emailed customer care the 01.09.2020 for proof that my phone was blacklisted the 24.06.2020 - 4 days later I received an email {"On Fri, 04 Sep 2020, 07:21 , <***> wrote: Good day Nazley Itc *** C 24/06/2020 *** - Galaxy Grand N Samsung Itc *** C 10/01/2019 *** - Galaxy J6,Samsung ( which was Un-blacklisted with Itc *** *** Activate Recovered on the 13/08/2019 ) You cannot claim handset that is un-blacklisted Samsung J6. only Samsung Grand was blacklisted on the 24/06/2020, if insured you can go claim. proof attached. Regards Cell C"} This is my 1st contract with Cell C, I never ever owned a Galaxy Grand N, I am sitting with copies of the paper work that I got in store when I went to claim and the imei number is definitely not what I received from customer care - Im not sure where they got that imei number from as my paper work has imei/ serial nr: ***. I would like for this matter to be looked into and for someone to get back to me coz this is pathetic and I am not impressed with the way my case has been handled, it has been more then 2 months already!!