Blacklisting reference number

I called in to one2one and I spoke to a call center agent on Friday the 1 September 2017 by the name of Jeremy and I politely asked him to blacklist my Samsung galaxy J5 Prime. He told, he had to fill in a blacklisting form and they will get back to me with in 24 to 48 Hours weekly working hours which exclude weekends, on Tuesday I did a follow up with one2one contract at around 9 am and I was told they had to resend the form which was filled on Friday, by the same agent. I told him I needed the ITC ref number before the end of that day, as I had to report this to the police station and I am unable to open a case without the blacklisting ref number. I hardly got a follow up from him and one2one contract. I called in again at 2pm I spoke to an agent by the name of Charlotte she assured me that they were going to get back to me with the ITC ref number I gave her another alternative number she could call me on.... No feedback or anything was given to me. I called in at 3:43pm and couldn't get through to any of the agents I than called in at 15:50 still no agents were available... at 4: 13 pm i was able to get through to an agent she too could not assist me with a simple ITC ref .I asked to speak to the manager and i was told there were no managers at all. I through a fit and asked her to get back to me before close of business. I have to claim from the insurance and they are giving me a run around. If the insurance does not give me a phone because of them, I want them to give me a phone valued at the same amount as what is stated on the contract between myself and the TFG Group . This morning on the 06 September 2017 I called at 8:00 am and i spoke to Sofia , she told me they have the ITC ref and i told her i need a signed delayed letter from the Manager accompanying my ITC ref so i can send to the insurance so i can claim for a new phone . I gave her my email address and asked her to email me the documents before 10:00 am, i still have not received anything from them.

Due to one2one delaying me with the ITC ref I was unable to compile all the needed documents such as the case number and an affidavit with in the 72 hours insurance claim .

Right now I am frustrated and angry at the poor service performance and can’t wait to get this over and done with.