Blacklisting at MTN. It's a joke

My Cell phone was ****** on Wednesday 28 May 2020 at approx. 15:30 I contacted MTN at approx. 18:15 and arranged the phone be blacklisted to and was advised by the call call center that an ITC number would be sent to me via email. I purchased another phone and sim card and when it was activated, my contact details had been replaced with different contacts. It appeared that someone (name is known to me) living in Philippi started to add some of his own contacts. Subsequently I received a message on my second phone that the phone had been sent to Johannesburg and the blacklisting had been removed and (my) phone was using the number ***. When we phoned the number, a man answered and when he realised that we were checking, he cancelled the call and removed the photo, which showed two children. Despite several reminders, I still have not received confirmation from MTN quoting the ITC Number, instead I am receiving a lot of reference numbers from MTN on my second phone, none of them make any sense. On 30 May I received a message from MTN Ref *** requesting further details which I supp**** immediately. On 30 May I tried to use the MTN ***** website to report this case, but the ***** site did not work. I then sent the “***** Report” to Customer Service requesting they pass it on to the ***** Division. A receipt request confirmed that that the email had been received. Since then, so far, no action, no acknowledgment as at 5 June. My next step will be to write to the CEO, maybe he is unaware how bad his customer service is and that his systems and processes combined with poor staff performance will make me change to Vodacom. Will they care? I don’t think so.