Unhappy paying customer

Lost my phone..it was using dual sim. I blocked the phone got itc number.. reported at saps and got a case number...then emailed all the docs to claims department...they refuse to assist saying I .need to block the second sim and get an itc number ..I did know that there was another sim card in the phone because I never ever opened the phone before.apparently my 12 year old son put the telkom sim in the phone...I managed to get the number and tried to block the sim and get itc number.was told the sim was deactivated because it hasn't been working for more that 6 months. And they can't activate it because the number was been given to someone else...I have been.a loyal paying customer for all these years and they are still debiting me even when the know I don't have a phone .. they are refusing to assist