Unable to get ITC

Hopefully there is an FNB rep here that can help. I got ****** of my phones and laptop last week and the insurance company needs ITC numbers to prove that I have blacklisted the phone and currently I am unable to get ITC from FNB Connect and I decided to drive and go into a branch. The director or first impressions yesterday Sophia Baloi and her colleague from Menlyn Branch refused to assist me with blacklisting the phone or even pointing me to the right direction yet FNB is the network service provider. I walk into a Vodacom for my other line and instantly issued with an ITC for the blocked phone.