Poor service

Called yesterday to report and block my son’s lost phone, spoke to Karabo he assured me that phone will be blacklisted and will receive the ITC number within 24 hrs which never happened today again called and spoke to Pearl Mkhize who told me that phone was not blocked and she cannot assist as the sim number not registered under my name, now I am being delayed for the insurance claim, my son is at school and does not have a phone to call himself and need to report the theft within 48hrs