Telkom blacklisting a phone

My daughter s phone was ******. We reported it to Telkom on 2 June they told me they will send me a SMS with the necessary codes/reference numbers by the end of that day. By the 4th of Jume I have still not received a SMS so I called again and was told they will escalate the matter. Today is the 10th of June and still I am waiting for my SMS. I cannot report the matter to the police because they want these reference numbers Telkom must send. Phoning them is a nightmare you hold I forever.. what disgusting service