Lost phone and Vodacom wont assist to blacklist it

I have a contract phone with vodacom. I lost the phone on Sunday 08 November 2015. Today on the 10 November 2015 I called the call centre at 082 111 to request the assistance to block the simcard and to blacklist the phone. <br> I got the assistance to have the sim card blocked but the lady who was assisting me refused to help me to blacklist the phone. She insisted that the I need to provide her with the IMEI number which should be on the cell phone box or on the inside of the phone. I advised her that I do not have the cell phone box anymore but she can verify all other details with me to see if I am the rightful owner. She refused to assist and stated that without the IMEI number there is no way that the phone can be blacklisted. I reiterated to her that I have lost the box and clearly cannot check the phone to see what this number is as I have lost the phone - she stated that in this case there is no way that she can assist.So is this the kind of service Vodacom gives to its clients? If they refuse to block the phone, the person that 'stole' the phone could still be using it while I am expected to pay it? Is this what customer service is about at Vodacom? Am so disappointed!!