Lack of service

Our Company has several mobile contracts with Telkom . About 3 Months ago we had taken 3 new devices unfortunately one of the devices had been ****** in a Robby involving our employee . Our insurance now cannot replace the device until we can issue the second IMEI number , the device been ****** we cannot Dial *#06 to get the second IMEI number or access to the box. Telkom being the service provider has refused to assist and so is Samsun. Both companies which should have record of this . Absolutely unprofessional