Bad service from Vodacom

I lost my phone today and I was told that my phone cannot be blacklisted because it was already blacklisted in 2022.

What puzzles me is that It is a reversible process so I don’t understand why I was not assisted.

Now it’s an inconvenience on my side because I need to claim for another phone and the insurance claim is going to also be another process.

They also told me they would send a reference and none was received.