swim swap and phone blacklisting

on the 19 June I was ****** of my cellphone, I opened a case at Philippi police station on 20 June . On Monday 21 June I called cell C to report get number to be blacklisted at 9.36 I spoke to Nompumelelo she asked me some questions which are security questions I could not get all correct, I have been using fibre since December 2020 so I don't make normal calls I as I do what up calls over the fibre, I must have last bought airtime sometime in may and that's a problem. I have not bought whats up data because of the fact I use fibre I must have stopped in January or December to buy such , I have used this number for almost 10 years, I have been with cell c for the past six years since 2015 she advised that I must go to a nearest cell C shop which was Promanade , I went there assisted by Mario he checked their systems to verify if the number belongs to me to my suprise he said he cannot get my full profile on their systems I asked him what he means he turned a pc to me showing we have no gender nor your address I asked him what could be the cause of that and he said someone who previously worked for cell c did not do his/her job properly and I asked how is that my problem he said he cant help me and looked away, I asked to speak to a manger he said manager is not available and he dismissed me and told me to call back customer service there is nothing he can do I must ask customer service to call their branch .I went back home called customer service again spoke to Nolwazi @13.56 I went through the same questions I have no answers for and I was told we cant help you I asked to speak to a manager I was told manager is on a call I must call again I told Nolwazi that I have been to branch and they sent me back to call center and Mario at Promande said you can call him I got a blatant answer of we don't call branches the end . So ********* I sitting with my sim card that is linked to my bank and whole life and no one can assist me at cell C .The trauma of being ****** is much better than what lies ahead when you have to get back what is yours I felt like a ******** the way things are. This creates a situation that I am unable to claim for my phone from insurance because they need to blacklist and give me the ITC refence number which is part of the requirements for claiming