Bad customer service after ****** phone, no itc nr after a 8 days ????

On the 11th May my son was involved in smash and grap at a robot with his niece, they tried to distrack her by attempting to take her car keys but instead stole my son's cell phone. I immediately reported it ****** to get the phone blocked and black listed but I was told that the imei nr does not match any of the 5 CONTRACTS that I have with Cell C they gave me a ref nr ********** 728 and I called in on Wednesday the 15th May still the same story, they took my contact nr and promised to call me back, I am still waiting, now someone is useing my son's phone thatbI insured with mh insurance and i cannot claim because cell c cannot give me a itc nr. I am really upset about this i have been a loyal customer for many many years, and this is how you treat me. I need that nr asap to claim for my sons phone.