Cell c no go

on 27 of May I took my daughter to hospital had a long night was discharged at 04h00 next morning the person who took us home stole my and money while I was carrying my sick child , yesterday I called customer care to ask for ITC number so I can claim from my insurance was advised that it will be sent but nothing has been sent on that process I also wanted to do sim swap but the Agent was so irritated that I said thank you and dropped the call . Tried to call number of times but said every answer I gave them was wrong for sim swap mind you I was still waiting so I can claim so I really want to know is how cell c treats they're customer after being with them for eleven years .