Unresolved urgent ****** phone, simcard request

I would like to lodge a complaint regarding poor customer relations and traceability by CellC service centres; both call centre and the cellC store in East Point. I understand that the general company policies are not dictated by employees however the lack of alternative methods to resolve my issue by the employees involved is unacceptable. My phone was pick pocketed alongside the simcard-linked to my banking applications was ****** on the 11 December 2021. As advisable for security, I immediately tried means to locate the phone, through the use of advanced technology, with no success. I then opted to notify the service provider in-order to block the number, also with no success due to failure to answer their stipulated security questionnaire. I voiced my frustration to the lady by the name of Nompumelelo Nzima regarding the urgency of my request, how their system failed to attend to my request and I further asked for a seniors assistance(Selina Khati) however was unavailable. The lady suggested that I visit a cellC store in person for possible assistance; I went the following day as all had closed by then. I visited East Point cellC store; a similar approach was followed as that from customer care line, though I had to handprint the security questionnaires. I again failed, only to be notified after that the numbers I have been using for over five years, also linked to all my banking details; does not belong to me. I asked the manager(I did not note/ask for his name) assisting regarding the unfolding pecu****ities and received no solid resolution or explanation to the matter. So the matter of a simcard registered by someone else while used by myself-a more severe security matter was left unresolved; without the manager being concerned or even alarmed by the pecu**** case. Overall I fail to understand the open-mindedness and means of risk assessment used to link and weigh on such a crucial matter. I sincerely apologize for any misspelt names given in the statement.