Unable to blacklist a phone

Just to understand why it is so difficult to be dealing with Cellc? Each time when I have an issue, get no joy out of Cellc. Last month I battled to do a simple simswap it took 3 simcards and walking to a cellc store. Today they cannot blacklist my phone that was ****** during a hijacking because the sim is not Rica'd. I had another phone with MTN and they help me to blacklist the phone and I am not sure why cellc has too many red tapes. Can someone please explain to way it is so difficult to get help on the Cellc network.