Blacklisting of a phone

MTN has been unable to blacklist a phone for approximately a month now with no real explanation for their inability to do so. We have spoken to about 40 call center agents, have been to about 3 MTN branches. Non of MTN employees seem to know how this issue can be resolved. Their incompetence and utter disregard for a customer who has been with them for more than 10 years is disconcerting. Due to MTN's inability to blacklist the phone, the insurance can not pay out. One would think that your service provider would sympathize with you after going through a distressing situation, instead we have been sent from pillar to post. A lady by the name of Hazel Bhuka finally sent an email stating that they can't blacklist the phone, the insurance company responded by asking her to state the reasons why that is. We have been awaiting her response from the 5th of July to date. If MTN does not sort this issue out this week, I will most definitely take it further. This process has been excruciatingly long.