Unwilling and unhelpful !!!

My cellphone was ****** on 13/11/2020, on 14/11/2020 I visited Cell C Centurion mall to have it blacklisted in order to get the ITC number for my insurance. The agent informed me that the ITC number will be sent to me via sms within 48 HOURS. I phoned the customer care line 3 times this morning 16/11/2020, where I was told they can see I app**** to have the phone blacklisted, the case is still open and there is nothing they can do, they also informed that I have to wait another 48 HOURS, if by that time I have not received anything I will have to phone AGAIN so they can reload the blacklisting, then I have to wait ANOTHER 48 HOURS. When will this cycle end ??? When will I receive the ITC number ??? I have to load a claim with my insurance to get a new phone and I cannot wait a week or more to do that !!!