Letter required for insurance claim

23/5/2015 I went into Hillcrest store(where I took out my contracts,& service was shocking in 2013)to request devices be blacklisted.A lady (Ronel?)assisted & advised that she would contact me with an ITC no.Week later no update.I called in she was not available & Kershan assisted me.After countless calls ,with no progress,then requested to speak with manager/owner.Vanessa(MNG)then assisted me,I was advised that devices could not be blacklisted as a SIM was never used in either of them.I requested for a letter advising this to provide to my Insurance company,days passed & no update from the store.Finally(22/06/2015)received a voice mail advising they are not able to assist & I should call Head Office.I called HO & requested the letter,ref 735239.I have called in almost daily for an update & no one is able to update or provide a timeline.Spoke with Gabriel(MNG)last Friday, asked he update me by end of day,still have not received a call.Each time I call in I have to explain request again & the consultant does an investigation again,surely my request should be recorded.I called in at 10:39 today,consultant put me on hold & ended my call.I still have no update or letter.