Unsatisfactory about CellC service

I am not happy about the service I am receiving from CellC, I bought a phone using an account from Edgars that comes with dual sim and I ensured that phone. I lost my phone in the past weeks and when I go and claim it at the store they said I must go to CellC. I went to CellC and they told me that I need to blacklist phone but they can't because the CellC number ***) does not have my profile. Yes, I agree I have used CellC number once or twice the most used number was Vodacom because of the dual sim and my phone was lost with both sims which are CellC and Vodacom.

I am just tired of this back and forth, I need a new phone because it was insured, I am contactable on ***.

Thank you.