ITC reference number

I honestly cannot describe my feelings right now. I have contracts with Cell C, One of my cellphone contract was ****** last week Saturday which is an I phone . Mind u this was a replacement phone . I called Cell C call center to report the incident, I received no help their reason was my iPhone 's IMEI number is already blacklisted . I said to them thats not possible they even gave me the ITC reference number . Lucky for me I like to keep documents. I went to my old Cell C paper bag I got when I took my 1st contract which was 2008. I got the documents checked the ITC reference and ITC numbers to the one I was given and guess what they matched. I called the Call Center again this time I was speaking very slowly nd explaining as to what I think happened. I explained to the Consultants my first IPhone 12 was snatched after requesting an Uber, I reported te phone got the ITC number then I went to report the case. I forwarded the information to the Insurance of which they paid. I was advised that after receiving my phone I must call Cell C and give them the new IMEI number for the replacement phone so that in case anything happens again my phone will be payable and replaced as an iPhone is a high risk phone. I did that as I was advised. I am thinking the Consultant who was assisting at that time to update the new IMEI number but on the comment he/ she didn't remove the blacklisted information and pit it to the old number. So in Cell C's records my current phone and IMEI is blacklisted while tr new phone is not . PS: thats my theory. I am calling Cell C explaining this and at the same giving them the old IMEI and old ITC number. After frustrating numerous Call an Agent I spoke to understood and said he will capture the details on the system. He confirmed indeed that the last I used my data was on the day I lost my phone, unfortunately for me we got cut nd I had to call Cell C again and explain myself but the new agent I spoke to did not know as to what to do . Beginning of the week I even went to the Store where I filled in the Device Blacklisting Request Form. I was given this reference number *** for incase I don't receive thr ITC number within 24hours . Guess what today is Saturday I have not received the number on the Cell number I provided them with. I have called Cell C call centre 4 times today but no luck. I mean Cell C what is so difficult about you providing me with the ITC reference number so that I can go to the Police Station nd open a case so that I can forward all thr information to my Insurance who will replace my iPhone. I mean I am not asking for much and it's not like the new phone will be coming out of your pockets.

If my issue is not resolved by end of Monday I promise u Cell C I will instruct my Private Banker to stop your Debit order till I am sorted. I refuse to be played by U and die for the mistake that was not done by Me. .. I want my ITC number. I have suffered enough