Another reason why i regret opening a contract with Telkom

My phone was ****** and i was already at Telkom twice the get an case number to give to the police station to open a case for the insurer. First time i held on for 22min and was told they have send me the number which never came then i went in a second time and actually held on for 38min which I recorded for evidence then finally when someone answered they assured me the case number was sent which it once again was not????