Telkom customer service is very poor

I lost my phone in November. Iv been calling Telkom mobile so that they can block the phone for me, then send me a reference number. Iv been calling them since November but they never sent me the reference number. I can not report the ****** phone to the insurance company without the reference number. Sometimes when i call Telkom customer service, they suggest whatsapp chat, which does not all me to select option 10 which is "help". All the other options are working except for help. Hello Peter please help me