Blocking of a Handset

On the 07.09.2015 I spoke to a consultant to assist in blocking my mobile handset as it was ****** and need to claim from insurance. She sent me a form to complete which I did and faxed back on the 07.09.2015. I have made numerous follow-ups with the call center, spoke to a number of agents of which at one stage was referred to MTN to obtain the ITC number and MTN told me they have nothing to do it. I also had to resend as requested by mobilesplus. Till date when I called them only to find out the line is closed for the due to training. I have have never, in this period received a call from them to either say they are working on my query or not as they have said they have escalated every-time I called. I just need them to provide me with the handset blocking number so that I claim and get a new phone as I am now 2 weeks without a phone.