BAD inconsistent advice given runaround

My husband blaclisted a device Feb last year, but later found the device and requested the device to be Unblacklisted. We were told proof of purchase is required, I got the device from insurance at Edgars in 2014 and it was hard to get the proof, We gave up on the procress because it was hard to get the 2014 records. Now I have some proof from Edgars and we emailed the docs again: affidavit, proof etc, last month 20 June 2018, We are given the run around and now at 172@mtn they say they need an SA ID to unblacklist. about 10 people have told me different ways to do this over the phone and in your stores! My husband uses a passport and MTN sims, I am SA but never use MTN and an glad because this is such bad service. Vodacom and Telkom one can even call for this process. Will never use MTN, My husband blaclisted the device with passport, so how do we do with an ID - I own the device, yes, but never used it!!! I was never gonna be allowed to blacklist as the sim belongs to my husband!!! WOW