Extremely Poor MTN

I cant believe the customer support i have received from MTN over the last 2 days. I have been a loyal customer for over 10 years but i am now finished with them. We unfortunately had a house ******* on Thursday night while me and my wife were there,. My Cell Phone and my Wife's Work Laptop and Hardrives etc etc were taken. So off to police station to report. Was told need an ITC Number from MTN. Phoned MTN the whole day Friday spoke to 6 Consultants along with 3 supervisors and 1 manager. The one told me my contract was cancelled on the 29th October 2019 (even though it still has 6 months to run). Long story short apparently they are moving to a new system Ilulu (Not Sure spelling right) and they cant find the phone to blacklist. I was told my phone Insurance was cancelled on the 4th Nov this year. (Not by me so who Knows). I cant finalize the claim with Outsurance ( I am sure everyone is aware that there is time limits) I am also not sure if i should add the phone to the Outsurance Claim or if i should wait for MTN cause i dont have a ITC number. I paid for a sim swop the next morning on the advice of MTN and its now 2 days Later and still no ITC And Still No Sim Activation. No one seems to be able to help from any one at MTN. I am Extremely Angry and Upset and wondering if i have any Legal Options. VERY VERY POOR