Horrible service provider FNB

3 weeks ago my phone was ****** and tried to have it blocked and it’s been a nightmare, I bought the phone from FNB and now I regret it. They can’t get me an ITC number stating that the SIM card last used in the phone wasn’t an FNB Sim, like ***.. when a phone is ****** it’s out of my control what sim will be used next and by the way this is the 1st I’ve heard of. Other service providers only take 24hrs or less to generate an ITC number. Insurance is ready to settle the phone but need an ITC number which fnb is failing to deliver

Can any please give me a workaround?