How hard is it to block a phone?

After 4 calls yesterday morning to get my ****** phone blacklisted, i was asked to go to the branch with my ID. I did this. N1 city. The gentleman confirmed that it had been successfully blacklisted but he couldnt give me the confirmation code required to open up a case at the police station. He said it would be sms'd to me. Now almost 24 hours later, im still waiting.

There is no number attached to the phone, it was purchased Cash at Edgars. Your store confirmed it being on your systems and Blacklisted. I need confirmation! I need to put through a claim on my insurance, and i cant without a case number which I cannot get without the verification that the phone has been blocked. Please get this sorted!!!!