Does Cell C support ******** activity

My daughter was pick pocketed Wednesday afternoon in florida. My child called me in tears to say her hpone was ******. We went to the police station and they advised us to call the service provider to have the device blacklisted. I called the call centre speaking to the above mentioned agent with a crying distraught child by my side.The agent said she cannot speak to me and wanted to speak to my daughter directly. She then proceeded to go through a bunch of security questions including when last did u recharge, who do you call the most, what was your last dialled numbers list. Now a child has just been ****** and is very emotional, and she cant remember all these details. This agent was so called, uncaring because she clearly is just earning a salary and couldnt give a d@mn about the client. Apparently even if the sim was ricad in my name and we have the IMEI numebr, they wont blacklist it, cos we cannot answer their trivial questions. So please advise where does common sense prevail? In essence ********* can ***** and do they as they please and Cell C supports this.