Dont want to blacklist my phone

I bought a new phone at PEP on the 09/11/15 for my son. He got ****** with his phone on the 17/11/15. We needed to blacklist the phone within 24 hours and open a theft case because the police do not do anything unless the phone is blacklisted. But Cell C doesn't want to blacklist the phone because my details are incorrect on their side!!!!! I phone PEP were I bought the phone and on their system everything is there. So not sure were Cell C gets their information from. I am very discussed with Cell C. by the time they help me my sons phone is long gone and no help!!! Lots of time was wasted. I want my son's phone or Cell C will give me the same phone because they are taking forever to help me. It gave the ******* enough time to get the phone not to be traced. I am very DISCUSSED with Cell c.