No help with providing ITC number, following a lost phone - despite many many visits to store and calls to call centre

My son's prepaid phone is lost and in order for us to submit my claim from my insurance company, I was requested to provide an ITC reference number.

I have phone your call centre at least three times to try get this ITC reference number (to ensure that the phone has been blocked). The problem is that they we cannot recall the last three numbers that were dialled from the phone or when it was last recharged (it would have been 2 or 3 days before the phone was lost).

When talking to your agents, we provided the EMI number (from the purchase box) and I also went to the Cell C store on 20 November (Mall of the South). I filled in the required form (included my details) and copy of id. The form was sent to *** (at Head Office) on the same day and thus far there has not been any resolution. I have followed up more than once at the store and also called the 140 number more than one after submission of my request.

I am being pushed from pillar to post between the call centre and store, with both referring me to the other.