If blacklisting a phone with Cell C is this difficult....

I have been trying to suspend a sim card and blacklist a phone (into which the sim card was inserted at the time of the theft) with Cell C since 5 August 2020 (the phone was ****** in a house ******* on 2 August 2020). At first Cell C Customer Service (084 135) could not assist as I was not able to get through the security checks (it is a prepaid card that is not used to make calls often as it is used on a wifi network - I did not know what the last two numbers that were called were or when last airtime was recharged). I was then advised to go to a Cell C store with my ID and proof of address. The Cell C store was also not able to assist and they referred me back to customer care. I again called customer service (084 135) and was advised that since airtime had not been recharged in the last three months - they were unable to assist and I had to send an e-mail to *** or ***. I sent an e-mail on 6 August 2020 and got a response later in the day that they were unable to make contact with me. (The number that they were using was a wrong number and not the number that I provided in the e-mail). I then rep**** to the latter e-mail and drew their attention to the correct number. I received an e-mail the following day with a form attached that I was requested to complete. I e-mailed the complete form back after the long weekend (on 11 August 2020). I did not receive any reply thereto. I sent a follow-up e-mail yesterday (12 August 2020) - but still no reply. I then called 084 135 again. The agent advised that she cannot assist as I am enquiring about an e-mail enquiry and requested me to follow up by e-mail.

THIS is unacceptable - why is Cell C not able to assist when two other networks managed to suspend sim cards and blacklist phones within a few minutes of receiving my respective calls.

I am very glad I do not have a contract with Cell C and will certainly never go that route after this experience. In the meantime my insurance claim cannot be completed as the insurer requires an ITC reference number for the blacklisting of the phone....