ITC NO

I reported my case last week monday the 24/04/2016 for my ****** phone to be blocked. I was told that the back office is going to get back to me within 24 to 48 hours. I waited for the whole week to get the feedback. I called then Friday to do a follow up and they then promised me to wait as they will call me within 2 to 4 hours. I then called on this past Tuesday and they now say I must wait another 24 to 48 hours which has already past and no one is saying anything to me. I need to report my phone at the police station in order to claim it through my insurance but that cant happen because Cell C cant just provide me with ITC NO. Please help