A Lost device and lack of reporting back on time

On the 26th of December I lost my mother, I contacted Vodacom to alert them as she was an account holder, she had two accounts one was hers the other mine. The devices were locked, I sent a letter to Vodacom what I'd like to happen to the accounts going forth. In the process my device was ******. I tried to blacklist so I can claim from insurance but Customer Care failed to do so. Instead they sent me to the Legal Department, today at 10:45 am I spoke to Hope Mapanya, he said I can claim from the insurance, he also told me my device is blacklisted and told me insurance will process my claim when I give them the account number and transferred me to insurance department but they couldn't process the claim due to not having the itc ref no. I called again I spoke to Thami Dlamini, he had no idea what he was doing he transferred my call to another department without alerting me and seconds later was put on a customer survey. I sent an email to Legal , requesting a call as I have not been helped with anything whatsoever. They never called instead but responded that I must call the very same number when I call I can't be assisted.