Lack of response and poor customer service

An incorrect IME/Cellphone number was provided by a Cell C user which blacklisted my phone in error. I've been trying since 28/10/20 to get my phone unblocked. The support person (Alan) at the Eastgate Cell C branch has been great but the department that deals with this has been non responsive. Alan has tried numerous times to get some form of feedback with no success. I've also logged two queries on their website and I'm still waiting for a response.