Cell C Phone block an Sim swap Process query

I lost my Cell phone 4 April 20. I bought the ph new in Dec Im in posesion of documents and packaging. I phone online to block handset. After verification on Cell no, My Name and Adress. ID no. IMEI no. I was ask for last 10 calls i made in sequence. I could not remember the sequence . and was told by lady she cant block the device because of that. Also she then wanted to know the last airtime i loaded i told her the phone is lost and therefore i cant acsees my cellphone banking records. I in the interm manage to draw a statement at an ATM wich i have in my posesion.Cause i buy airtime from my phone. I need to open a case at Police station. For insurance claim. Therefore i need ITC No.Wich i cant get from Cell C. As an essential service provider at this stage of our Countrys lockdown regulation i need to be reachable for various NGOs. Now im stuck with Cell C petiness. How can you assist please.