Lack of service

On friday we sent a request to have a phone blacklisted got a response that our query will take up to 24hours to be resolved. As l urgently required the Itc number so that we can report with saps, l had to call in for urgent assistance only to be told by a very rude agent that what am asking for is imposibble and she even had the nerve to hang up on me. Seconds later l called and l was assisted by a wonderful lady by the name of Gcinile who managed to trace my request and told me that the ITC number is not yet generated as soon as it is generated she will call me as she understood that we had to report with SAPS. On saturday she called to notify me that the ITc number is not generated, of which she kept her promise of calling me. First thing today in the morning l sent another email to request to make a follow up and l only get an automated response. Isn't there anyone working there to just reply and notify us of the progress or be decent enough to apologize for the delay. The reason we want the ITC number is so that we can report with SAPS and claim from insurance. Should our claim get declined, is vodacom going to replace the phone due to their lack off service???