Customer service dissatisfaction

Cell c customer service people are the most unhelpful people I have come across, the 21st of August 2022, my child and her friend were ****** off their phones…I quickly went to the nearest police station and I was told to call my service provider to blacklist the phone so I can get an ITC number to open a case andvti send to my insurance which I did, the call centre people could not find the IMEI number in their system for a phone that came from them, apparently only blocked the sim card. Each day I was following up on the ITC no and was promised it will be issued on the 3rd day, Wednesday was the 3rd day the 24th still no itc no and I sent an email on Thursday that to date was not responded to, on Friday the 25th, I drove to cell c head office and to my surprise the lady checked her system and there was no itc as the case was not logged meaning the phone was still in use until the time I got to cell c, I explained my frustration to the lady who was assisting about their customer service that they are not helpful, they never transfer calls to the relevant departments to get urgent assistance, I feel these people don’t know what they are doing, seems like they don’t even know their own departments/co-workers as to where and when to transfer calls, they don’t have a sense of urgency, all they say is they’ll follow up on whatever you called for and they never call back. My insurance had to call cell c as they wanted to find out what the delay was and after some few minutes cell c cut the call on us….I had to resolve this query myself.