Not executing N.B. black listing of ****** phone

Wife's phone ****** about 20:00 on 6th April 2016. She phoned call centre within an hour. She completed the black listing form sent by them immediately back. Phone was active when we phoned the number. Yesterday, 11th April that phone was used in Clanwilliam to hack our emails! Today as I type my wife is on the phone to above person who confirms the black listing WAS NOT DONE!!! Virgin is therefore responsible for the breach of our confidential info. All they say is: \Sorry\". If we did not f/p it would still be not black listed. This is such an important action that mobile providers should do and Virgin is recklessly useless! Yesterday my wife also went to the store in Canal Walk, Cape Town where she has her contract. The store manager also tried to contact HO, but had no response! Previously this store had no stock of the Samsung Galaxy J5 which is in their pamphlet! HO wanted to supply us with it, but refused to supply it to the store! Both of the parties are in breach of the Consumer Act."