Blacklisting NOT blacklisted!

I had to blacklist a phone which was lost. I was given an ITC number. The phone was then found. I requested to get the phone Un-Blacklisted. After much ado, it was un-blacklisted. The same phone has now been ******. It was again blacklisted, and I was given an ITC Number. It turns out the same ITC number was given that was for the lost phone. Now I am unable to claim from insurance, AND the ****** is not blacklisted as we thought, so the ***** has full access to this phone! Please will someone from vodacom help. I have sent an email to the blacklisting department to get this ITC number lifted, but fear this is going to take a long time, and I cannot wait for them. In the mean time the ***** has access to this phone, as it has NOT been blacklisted as we thought it had! This whole thing is shocking!