block the phone

Lost my phone so was assisted by the lady called Aphelele Sineke when she suppose to block the phone she requested imei told her that i don't have it but since she can see on the system she can block it she did not want to do and asked for team leader she made me to wait for too long 20 minutes in phone her team leader . I am paying for the phone that is lost and she doesn't want to block it.