Refusal of Blacklisting

On the night of the 24th of August 2019, the ex-boyfriend of my girlfriend snatched her cellphone from her, the same night she called Cell C to block her phone and they told her she did not answer security questions correctly. We went to the police station and the police told us she should block the cellphone after then they will open a case. She called Cell C again and they gave her the same answer, on the 27th of August 2019 we went to Cell C store in Klerksdorp and they filled in a form for her were they told her that her matter will be resolved within 7 days. In the mean time she ported her number to MTN on the very same day. I as her current boyfriend assisted her with lodging a complaint with Cell C via social network and they sent me a Blacklisting form to fill which she filled on the 29th of August 2019. Today the 30th of August 2019 Cell C consultant called my girlfriend and after answering his questions the consultant told her they cannot block her phone as her number is not with Cell C, and it has never worked with MTN on the phone that needs to be blocked.

My problem is that her ex- boyfriend is busy threatening, harassing her and saying he is going to kidnap her child. She she constantly living in fear as we do not know what is this guy going to do or where is he. All we need is her cellphone to be blocked so she can open a case against him.