FROM PILLAR TO POST - NO SUPERVISOR CALLING BACK, NO HELP

I would like to really express what a horrific experience I have had and being taken for pillar to post without help.

On the 29th of January my phone was ****** , I have been trying to claim my phone through my insurance through the help of MTN blacklisting my phone,

I first called to blacklist the phone and was told the phone was blacklisted already, then later black listed on a different IMEI number, then again on the old IMEI number,

its a confusing phenomenon for me as well , i could not understand why, I have been calling the call centre the whole day , going from the ***** department to the customer service department, evidently with no one wanting to assist, when I ask the one department im told that the other has access to more info,

Iv literally been going in circles the whole day, Until I went to an MTN store, where they actually spent a good two hours with me trying to figure out what the problem could have been. We then realised that as a result of the DUAL SIM , my device appears on to different IMEI number hencce the problem,

But I still stand with a problem of not being able to send any kind of confirmation that I have never blacklisted my phone before and at this point my insurer cannot process my insurance claim, all in the name of no one wanting to take the accountability of atleast trying to assist with my query

Im frustrated.