Inability to Provide me with the ITC ref #

on Monday morning I unfortunately lost my phone. I called the Cell C call centre on 084 140 to report it and have it blacklisted, which usually shouldn't be a train smash. So after holding for a long time I get to finally spend 5minutes on the phone with a consultant to sort this matter out. At 9min being on the phone I am told that the call centre is having an issue with releasing ITC references. So I am advised to go my nearest Cell C branch so that this process can be done manually. Same afternoon I go to Clearwater Cell C to which I do everything they ask from me and I get promised that they will sort me out within 24 hrs. Tuesday evening I call to ask how far they are with my query I am told that they will have it sorted out by Wednesday(Today). I call them at 3pm to ask why nothing has been done, after being sent from pillar to post I am told that there's nothing they can do for me because they have a \challenge". Which I respond to saying I currently urgently need a phone and they are telling me that there's nothing they can do"