Bad customer service

I visited MTN shop on Saturday to blacklist a ****** phone and I was told that I am unable to obtain an ITC number because they must whitelist the phone. I was asked to call on Sunday and when I called was told that the phone was never blacklisted and they cannot help me because of the system issue. I called again on Monday (15 September 2025) was told the phone was not blacklisted and they must restart the process again and they will send the ITC number via SMS. Tuesday (16 September 2025) I called and was told that the phone was never blacklisted and they must restart the process again. This is really ridiculous and not treating your customers fairly.