Pathetic and Unprofessional service from Cell C

On the 19/02/2022 we had a break in while we were sleeping and ******* stole our items including my contract cell phone and a Wi-Fi mobile roster from cell C. I opened a case at the police station and then called cell C to blacklist the gadgets and also to block the numbers. I then made a claim with the insurance and they wanted an ITC reference number. I then called Cell C only to find that the phone was never blacklisted all along. I made several inquiries with no assistance from Cell C yet they are deducting R949 for two months on my bank account. On Thursday this week they finally blacklisted the phone and I sent the ITC reference number to the insurance. The insurance wants the motivation as to why the phone is only blacklisted now. Cell C doesn't want to provide me with that motivation. I'm so dissapointed at the service I got from Cell C. It's so pathetic and unprofessional.