Phone not blacklisted nor sim swap done

My husband who does not have a phone at this present moment lost a phone yesterday, we called to blacklist the phone and number using the IME number and we were told it was blocked and we were given an ITC number. Later on the same day we did a swim swap on the ****** number, only to find out today that the sim swap was rejected by the user, whom is the ******* who stole the phone,who are busy changing passwords and hacking on every account. The so called service champions are sooo *********** and refuses to help. Please help before we lose everything to the ******* who are still busy trying to hack everything, phone is still not blocked.