Incosistency and *******

On the 15/10/2017 I Called through to report my phone as ****** and everything was fine with reporting via the contact centre of Cell C. Then went to the Cell C store on the 16/10/2017 at Carlton Centre to get a sim swop and report my phone as ****** and was assisted by a gentlemen by the name of Nyasha who did not fully do what he was required to do regarding the blacklist. Went in the following day furious because the insurance advised of the missing details of the claim. Was assisted by a kind Lady Bonani who said that she will call insurance on my behalf and report. When I went to the store this Saturday the feedback was that my phone was last used in June, which was not correct. Ive been using the same number since I got the new phone with Cell C and insurance has been covering the same number. I took the time to call Csurance today(23/10/2017) to understand what Is the hold up with my claim and they advised that my number was last used in June 2017. Confirmation of all this was given to me by a consultant Modjadji Patricia Mashu ********** from Csurance. I have been religiously paying the insurance and now when I need them most they advised me that they cant process my claim?! can I get this resolved.