Vodacom won't blacklist my ****** phone

My phone got ****** on Saturday morning. I called Vodacom to alert them and to blacklist the device and to provide me with an ITC number so I can lay a ******** complaint and lodge an insurance claim. I gave them all my details over the phone with an agent who said her name was Selina on the 082 135 line. I gave her all my personal details and information about the device. She said the process was complete and I'd receive an SMS with the relevant information within the hour on Sunday. I am writing on Tuesday and nothing has been done. I reached out on Twitter and again provided the very same information. They said they needed to ask me verification questions which I answered three times. The third time the questions where about whether I'd participated in a promotional campaign or if I knew what my VodaBucks balance was. I answered truthfully to say I didn't know. They told me they couldn't continue with the process because the information I provided did not match the one on record. All of this information, by the way, IS IN THE PHONE THAT WAS ******. I don't understand HOW I'm supposed to know that off the top of my head?? Not only am I distressed at being the victim of a crime, I cannot even report the crime because Vodacom will not provide me with the relevant information. I am truly frustrated and don't think I'll continue as a customer after this experience.