Vodacom Agent Refuses to do her job

I was ****** at knifepoint last week and have been trying to get my ****** phone and laptop blacklisted. The phone did not have a SIM in it, so I contacted Vodacom Customer Care to find out how to complete the blacklisting process via IMEI number (phone) and serial number (laptop). Both the stars here are for the very helpful lady who advised and assisted me. She assured me that it would be no problem at all to get them blacklisted and she even stayed on the line until I received the forms she emailed, to make sure I'd received them in good order. I completed the forms (one for each of the two devices) and emailed them to the address on the form, as instructed.

The form states that blacklisting will be processed within 24hrs. After a full day, I followed up and requested feedback as my insurance company urgently needs the ITC numbers to validate the blacklisting. I received no response. I followed up again later that day (Friday 01/12/2023) which was about 30hrs after I submitted the forms. Still no response. Today (4/12/2023), 4 days after submitting the forms, I receive a rather rudely stated email from someone named Debbie that only unblacklisting/reactivation is done at that email address - even though the email address literally has "blacklisting" in it - and that I must contact Customer Care to blacklist. Since it was Customer Care who sent me the forms and the forms instruct the customer to send them to that email address, I strongly believe that someone just doesn't want to do their work. The form VERY CLEARLY states that the address I sent them to is the one required and that the blacklisting will be processed within 24hrs (Customer Care said it is often even quicker and reassured me not to worry that it would delay my insurance process). The form literally states:

"Fax/e-mail completed blacklist/Unblacklist request form to *** or *** Blacklisting request will be processed 24 business hours upon receipt of form."

So either Debbie doesn't want to work, or she has no idea of what her work is. This is completely unacceptable and I don't need this added nonsense and stress after having a knife at my throat and my belonging ******!!! This has already delayed my insurance claim by several days and the PTSD triggered by this event is making me very ill so I would greatly appreciate it if SOMEONE at Vodacom could please attend to this as a matter of URGENCY.