Blacklisting my Phone

I hope to get a response from this platform since it is not that important to get back to your customers no-matter how many times they call.

I am dealing with so much as it is and to have to deal with this issue it is really taking up so much from me. I was ****** on Monday morning, and part of the belongings they took from me was my cellphone. As a norm, i call the company trying to blacklist the phone and they tell me to wait for an ITC ref to be sent to an alternative number as it was early in the morning. I wait till 10:00am and nothing, so i call the call center again and they tell me my phone was suspended by MTN (I do not know how) and therefore i should go to the cell c store to get the matter sorted.I get to the store and they take my documents and send it to where it is supposed to go and then make a phone call only for them to tell me the very same explanation about MTN. I took it upon myself to go visit the MTN store to get clarity, to my surprise the MTN store confirms the IMEI number does not exist in their database, they tried using my number still to check and still nothing. Then the nice guy from MTN offered to go with me to the store to get the explanation. When we get there they said it might be a glitch in the system then promised to escalate the matter, i was then told to wait 24 to 48 hours for a feedback. After 24hours i called and they told me the matter is still in progress, i waited, i called again after 48 hours and the lady told me the very same thing that the matter is still in progress and i should call the next day (So to mention i asked to speak to a superior and i was told they are on the meeting till the next day). Now to day, after 72 hours, i contact them and guess what is the status....still in progress! Irritated, i ask to be put through to a supervisor or a manager and after a struggle they put me to a guy named Tankiso who told me again the very same thing that the phone was suspended by MTN. I asked for a way forward and the guy tells me there is nothing they can do but to contact ICASA myself and obtain an ITC ref from them. I did what he advised and after holding for ages the lady tells me that only cell c can assist cause if it was suspended i would not be able to use the phone...I should mention i have used the phone for the past 4 to 5 years now.

Now i am here not knowing what to do and still cannot proceed to claim from the insurance because i cannot attain my ITC number. I need a way forward because after being a customer for more than 10 years, i do not understand why do i have to be left hanging.