Bad service

I have called Vodacom last week to Blacklist my phone after loosing it and the agent was helped and gave me the Blaclisting number. I was happy after putting a claim through my insurance till today when they tell me phone im claiming for which is iphone promax 13 : the listing number i gave is linked to a samsung phone. What a nightmare. I called after such an embarrassment but i was placed on hold twice till i drop the line. This is utter nonsence . Can someone resolve this nightmare as my claim is now on hold