CALL CENTRE ATTENDANT REFUSES TO ASSIST ME WITH A FORM TO BLACKLIST ****** PHONE

My phone was ****** on 14/05/2018. I called this company and reported it. The gentleman that helped me said he did the necessary, that the phone is now blocked and all was in order. I had to do nothing further. When I get a new phone I was to call in and a sim swap will be done. That was the extend of the call. SAPS refuses to open the case as they should have provided me with an ITC number. When I called in this morning to asked for it, this young girl refused to help me, asked me to hold on and then put me back on the initial holding line. Seriously. I do not work there!! All I want is the form to complete something that should have been done initially. I can NOT claim, I can NOT open a case just because this company does not know how to deal properly with customers that report a ****** phone. I am so so irritated.