Disgusting service

My brother in law has been paying for a contract for more then 2years now the device was ****** He called vodacom to enquire about the insurance cover to his surprise they do not even have the device listed on his profile No one can assist him what kinda of service is this how can a company be so unprofessional The phone was ****** on Saturday and report to date they have not received a response to the blacklisting or even the forms to complete their blacklisting request