Phone blaclisting

I called Vodacom on Sunday morning 18 May 2025 to blacklist a ****** phone which is an iPhone 12 mini 65GB purple in color. I spoke to gentleman by the name of Happy who assisted me. I gave him the IMEI number in question to black list the phone. He then told me that the last 4 numbers have changed however he will blacklist the phone because i was successfully verified. I received an sms confirming that the phone with IMEI number: *** was backlisted with the ITC ***. I then submitted an insurance same day after talking to him. I received an email from the insurance yesterday instructing me to call vodacom to blacklist the correct IMEI number. I called vodacom again yesterday 19 May 2025 in the morning and spoke to a lady by the name of Nomakhosi who told me that because i had an esim in the phone that is why they cant pick up the correct IMEi number i provided, she then emailed me a blacklisting form that i had to complete and email to vodacom. I did exactly that ane receiced a ref number: EC-21EF-21RTFX. The form clearly stated that i will received feedback within 2 business hours. Today i called vodacom in the morning to follow up as i did not receive feedback and spoke to Londiwe who advised that the turnaround time for feedback is 24hours. 24hours later i still havent received any feedback. I spoke to Rebotile now at 14:02 who checked on the system and told me that she cannot trace the IMEI i gave her and that i should wait for back office to respond. I sent a follow up email at 11:01 today and still no communication from vodacom. This is frustrating because i need to claim for insurance. Also why is vodacom making promises they cant keep? its more than 24hours and no response from them. Can someone please help.