****** contract phone

I'm phoning to report a ****** contract phone & requesting to block it, my younger brother was using this phone & we located in different provinces, & i'm told that he has to answer questions before the can block it. I mean he lost the phone, how on earth is he gona answer the questions. Was it not enough that I have the phone box with all required information concerning the phone. The fact that you want to talk to someone who just lost the phone does'nt make sense whereas there's an alternative you can use to help a client.