Disappointed

I have been with telkom since 2014 and i am writing this review with a heavy heart. My phone got ****** and i came to the store where i bought the phone (eastgate) to blacklist the phone and i was turned away and told to phone the service providers with another phone. I called and they yesterday and they told me that they will send me a reference number forme to open a case. I waited and i never received the ref no. I called in today and another lady said that they cannot blacklist the phone since its a dual sim i have to provide both imei nos. Well the box that i have has only one imei number and the lady told me to go to the store again to get the other imei no. Nowthe store says they do not have the other imei number. I am so frustrated anf running out of time to claim since my insurance company contract says that i should claim within 24 hours after the phone has been lost. I need urgent assistance and they are telling me that that there is nothing they can do. I am very much disappointed and frustrated