ITC

15 August I lost my phone, called Cell C for blacklisting so I can get ITC and claim for a new phone. Was told that I will get the ITC within 48 hours. Monday 22 I went directly to Cell C wonderpark hoping they'd help. Well they played their part by giving me a form and submitted it for me. Today is Wednesday 24 and still no ITC. This means I have to cancel with my insurance because I won't be able to claim without the ITC. I've been paying for nothing, I've lost due to Cell C being ***********. 25 or 26th my insurance is going to debit funds for a phone that has been lost for over a week. What should I do to get help from Cell C? Who's responsible for all this mess? Please come with a solution for me. I've lost hope!