Poor customer service

Last week the 3/09/2025 I reported a ****** device, as I needed an ITC No. I was told to wait for 48 hrs, and I was never issued with a Ref or Case no. Today I again contacted FNB CONNECT for a follow up on the ITC No request, the consultant wanted a case no, of which I never had so that meant that I had to wait for another 48Hrs as my matter had to be started all over because the previous consultant had not logged my request, hence I had no case no. My device insurance claim has been delayed due to negligence. Until this hour, I have not received the ITC No, as today I was also told to wait for another 48hrs