Terrible service just to get an ITC number

I was held up on 26th of September 2018 and my phone was ******. I phoned the call center to block the sim card and blacklist the phone. I was told that it would take between 1-48 working hours. I then phoned both Thursday and Friday as I need the ITC number in order to open a Police case. I spoke to a lady on Friday who said that she would escalate the issue and will receive the ITC number on Saturday. I did not receive any Number. I then phoned Monday and spoke to Mbali Mchunu who told me that he would get the number for me ASAP I had to go to the Police station to open a case, the officer on duty said they cant open a case until i have my ITC number. Come Tuesday and I still have no ITC Number. I have phoned again and was told that the manager will give me a call back. Have not heard anything. Absolutely terrible service. I now have my insurance company waiting for me to provide them with the ITC number. If this is not sorted out. FNB will replace my phone at their cost.