Apauling service at vodacom insurance and vodacom Killarney mall

I am insured with vodacom andthe procedure before you claim is to blacklist a phone, my phone who my son uses was pickpocked and i called and blacklisted it on the first the after, I called in on the 3rd to put in an insurance claim I was told by Mpho who is the lady who was helping me that they cant pick up the ITC number and she transferred mentors the blacklisting department I spoke to Lerato who said it appears as blacklisted but again when transfer8to insurance claim I was told it's not. Because of the back and forth today i went to Killarney shop today to do the blacklisting and claiming there. The consultant who helped me was Nontokozo who at first seemed clueless with the system and was helped by another consultant, with the help from her colleague she picked up that when she gets to the system it shows not blacklisted but when she start blacklisting it says already blacklisted so she called the insurance line and there she was told I must wait for the system to pick up the blacklisting and that was it. My question is therefore how long must I wat for the phone nor the system to be blacklisted and start with the claim while sitting without a phone while I pay insurance? I find vodacom service very apauling and substandard why do thy employ people who will frustrate you in a very frustrated state already

Please intervene as this is really frustrating and my son uses that phone for school research projects My contact no. *** ***