****** device

I took an upgrade from the Telkom shop at Southgate Mall in August 2023 for an Honor X9a 5g and the agent servicing failed to put my phone on insurance even though I requested it. Now my phone has been ****** and when I called Telkom to blacklist the phone and to request a new phone I was told that the device is not insured meaning I'll be paying the service provider for 3 years for a device I do not have. I feel aggrieved by this and want management to review this matter. Hello Peter please come to my rescue. The phone's IME is *** and S/N ANQLVB***. Hoping this information will suffice.