CellC - Poor service

I lost my fone on the 29/08/2022 I called them to stop the number they say I must pass security check which they say I failed,I ask them to suspend the number cause who ever got my fone is using the number to access my contact and asking money with no help I called them more than 5 times no help,I could open a case cause they say the network must give me reference number luckily it was a 2 sim fone Vodacom help me within minutes but the damage was already done and I open a case, yesterday I looked for cell shop to try and get help only springs mall was open and they help me call the very customer service and the give me fone the guy help me ,I ask y didn't they help me yesterday cause many people would have not lost their money.i have been with cell for so many years and in time of need no helpi