Bad service!!!

So I've been dealing with telkom from the 20th of December 2018 till today! I told them that my phone got ****** they've been telling me that they can't blacklist the phone cause someone else is using it which obviously should be the case if you think of it!

Now I'm stuck because the insurance needs the ITC ref... I spoke to someone who put me on hold for 35 minutes then she hung up, i called again and spoke to Lerato who promised to send me an email just to inform me that by 16:00 i would have received the ITC ref and I'm still waiting!! I'll definitely reverse my money for December because i don't understand how can they be quick to debit my money monthly but fail to help me when i need help as a client!!