I am so disgusted by cell c call center

I bought a phone at a store then it got lost and on the 08 November 2015 I called the call centre to block the phone and I spoke to Tshepo he assisted me very well but told me that his system cannot generate ITC NUMBER so that I can go and claim the phone, he told me that they would contact me within 24/48 working hours. I waited according to my understanding Tshepo ghad a note on the system that says that I'm suppose to get an ITC NUMBER when I phoned on Tuesday I spoke some lady I forgot her name she also had bad attitude I asked her to put me through to her so called manager(Pauline)she also explained something that I did not understand and she told me that 48working hours will be on the 11/11/2015 still received nothing from CELL C. And I called in today, what irritates me the most why do I have to go through the 5 security question again and again like I'm a fool?I already passed it with Tshepo really do not understand cant they see my query on their system since Tshepo logd the query?all I needed was an ITC NUMBER and according to the insurance I'm suppose to claim the phone withing 24hours, SO YOU CELL C MUST TELL ME HOW AM I GOING TO CLAIM MY PHONE?rely the department that