Disgusting service

Welcome to SA where you pay for a service and have to fight first before you can be assisted. What type of annoying service am I getting from Telkom call centre, I reported my lost phone on Monday 03.12.2018 and I haven't received the ITC reference number for me to go to the police station and claim from the insurance. I was told that TAT is 8-24hrs but I am still waiting even today.