2 WEEKS PHONE NOT BLOCKED NO ITC REF NO FEEDBACK

My son lost his phone on the 19th of June i called Cell C customer care on the 20th the morning they advised i need to go into the store i then went into the store and filled out a form on the 19th for which they said it would take 24 to 48 hours and they would send me feedback regarding my ITC reference number after 3 days i called Cell C they advised me to call the customer for which i did they lady told me to wait another day called again the next day still no ITC phone still not blocked the lady advised me that the details wasnt clear and assisted me in logging another query to block my phone and i kept asking if its not goin to affect me claiming from my insurance because its taking forever to block my phone they advised me no. new call was logged i called the weekend the guy was so rude to me and said they cant assist me i need to go into the store again. on Monday the 27th of June i went into the store again filled out new forms and the forms was sent by email. its been 2 weeks already and still my phone isnt blocked im stressed that my insure isnt going to pay me out because of this delay. im tired of driving up and down and calling customer care and going into the cell c branch . i really need this sorted ASAP. my son is in desperate need of a phone and my insurer is also going to take more time if they even going to pay me out . please can i get urgent help i just called cell c branch again the guy told me he would call me back in 5 mins its been 30 mins still no call