Disappointed by Telkom

Im called to report my lost phone on Tuesday thay said they will send my ITC number so I can be able to claimy phone but it have 5 days already and I doubt theyre going to help where I bought the phone because it been long ore due...I'm so disappointed that I'm going to pay for nothing because Telkom doesn't care or too slow to assist please send the ITC number if you have I really need to report and claimy phone