POOR CUSTOMER SERVICE

I purchased a phone from the TFG Connect store in Canal Walk a few weeks ago. Unfortunately it got ****** and I had to report it to the police for insurance purposes. I contacted the TFG call center to obtain my ITC number, in order for the SIM card and device to be blacklisted. they told me that I have to wait for 48 hours to get the number from the back office before they can issue me with the information. I demanded to speak to a manager who was too busy to address my customer query and concern. my question is, why can't they access this information immediately since it is logged on their systems when people buy items. What are they hiding. When you contact any other network you get this information immediately or within the hour.