Bad service from Cell C

I have been trying to blacklist my phone for the past 2 weeks .I went to a cell c store and I was told to wait 48 hours it's been more than that and still no reply from cellc.I need that ITC number to open a case and forward it to the insurance. It does not make sense why I have to wait so long to obtain such and no clear explanation is given ,this is very poor service delivery.