Utterly disappointed with with the bad service provided on case ref no. EC-1U2S-2DESSK

i recently lost my cellphone which has resulted in making a claim with my insurer, upon making the claim was advised that i should request for the device to be blocked by my network service provider and once that has been processed i should request for an ITC number and provide the insurer. The device that was using was a dual sim and i had two sim cards a Vodacom for Data purposes and a Telkom for voice call purposes.

i managed to block the phone seamlessly with Telkom within a space of an 1 hour i had received the ITC number.

I then went to a Vodacom store to be assisted with the blacklisting of the device and i was advised that they cannot help me because i could not provide 5 numbers that i recently phoned, after i had advised them that the sim card was used for Data purposes so i cannot provide numbers that i have recently phoned, i was then told to rather phone the customer care to be assisted, of which i did and was asked 2 security questions. The first one was when last did i load airtime on the sim and i advised them the exact date and time as i had checked prior on my banking app, second question was on which province was i using the sim card, of which i also advised them. i was then told that i failed the verification question which i found strange because i am 100% certain that the response i provided was correct.

The lady who was assisting me then advised that there is a form that she will send to me via email, and i would need to fill in that form and send it to *** and also attach a certified copy of my ID. I did manage to receive the form and followed the instructions which was to send the documents to the above-mentioned email.

i have just received a response from the email sent:

"Dear Customer

Blacklisting requests should be actioned in-store or customer can contact Customer Care on 082 135. Only reactivation /un-blacklisting will be processed in this email address. ***"

this i found to be strange because the form clearly states in BOLD writing on top as a heading "Vodacom cellphone blacklist and un-blacklist request"

I am left dumbfounded now because i have tried getting assistance from all available Vodacom channels but everyone keeps on passing the buck.

All i want is the ITC number so that my claim can be processed, i can provide any document that may be required from me confirm my identity. All i would like to be assisted with is the ITC number.

Case ref no. EC-1U2S-2DESSK