ITC Number required

I would like to lay a complaint - I have been waiting for a week for an ITC number from cell C. The excuse that I got first was that because I had not inserted my sim card into my new upgraded phone before it got ******, so I had to go and fill out a form at a cell c store which I then did and was told it would take 48 hours it has now been a week. I have now been told that the paperwork that was uploaded is still not showing on the system. My insurance claim for this phone has been closed and I am now furious. I would like to say that the call centre people were very helpful but this hasn't helped me resolve my issue