blacklisting of phone not done TWICE

my cell phone was ****** and my mother went to blacklist my phone, no papers were signed and my dad, the contract holder, who is currently living in the Congos id was not asked for. In the process of opening a case under the impression that the phone had been blacklisted the ITC number was requested and was not available. i then received an email with a letter signed by my father allowing me to get a sim swap. we went back to MTN where we were informed that NO blacklisting of the phone had occurred. The lady then helped me with the sim swop and proceeded to do a blacklisting. my fathers id was handed in along with the signed papers by me and i was told AGAIN that the blacklisting was done and i would receive a phone call or sms with the ITC number the following day. FOUR days later and i still have not received any ITC number so my mom went into the MTN store where they told her that AGAIN NO BLACKLISTING HAD OCCURED!!!!! this is unacceptable!!!! please contact me ASAP on how to resolve this problem!!!