Incompatibility leading to *****

Where do I even begin with this pathetic service? My mom's bag, cellphone and other belongings was ****** at Mall of the South on 10th June 2018. The incident took place at around 3pm. By 3:30 we called the Vodacom Call Centre to block the phone and the sim. The consultant I spoke to confirmed that the sim has been blocked and the phone was blocked and blacklisted. I once again, asked him to confirm that the ****** will not be able to access the information on the phone as it has been blocked and blacklisted. He confirmed this statement. However at 6pm, the ******s were able to still access my mom's phone and her remote banking and cleared her bank accounts. How is that possible if the phone and sim were blocked and blacklisted? This is unacceptable and Vodacom should be held liable to still allowing access to the phone once the phone and sim were blacklisted and blocked.