Bad service from customer care

The people in the call centers are very unhelpful and seem not to know much with regards the process of blacklisting a phone and getting an ITC number is so tedious. Ive been given a run around. Apparently my phone cannot be blacklisted because i need to whitelist it first. I am told this process takes 48 hrs and only after this can i start the process of blacklisting the phone. FYI the insurance company requires all relevant information and case number from SAPS within 48 hours of ****** or lost phone. I cant believe in 2022 we are still being subjected to such kind of service