blacklisting issue

[leteyeseeit]

My phone was stolen on 19th August.  I used chat to report it and get it blacklisted.  This didn't get done, so I contacted again and it was blacklisted on 24th.  I received a proof of usage and blacklisting letter.  I sent this to my insurer and they have said the IMEI need to be logged on the national database.  I called again and spoke to complaints department who spoke to the fraud and security team.  They told me it isn't possible.  My insurer says the national database asks for all network providers to update blacklisted devices.  Please can someone help or they will not pay out.

[sc1999]

Ofcom seems to have rules and time limits for most network activities but not this; I wonder why not?

[Avondale]

@leteyeseeit 

I wonder whether either @JonathanB or @JohnD can help you ? 

[JohnD]

Hey @leteyeseeit 

That's really frustrating. We'd be happy to help get this escalated. I'll send you a PM to get you in touch with some colleagues that can help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
John