Horrible customer service on blacklisting

On the 3rd of November I called MTN to blacklist my ****** phone so that they could provide me with an ITC number for a police report and insurance claim, they issued me with one but then realized that they blacklisted the incorrect phone according to my insurance. I then reached out so that they could correct the error and issue the right one and was told that they could not do so since I am using my passport as ID, I was not happy with this as I am a legal resident and have a valid work permit. Why accept passports when purchasing sim cards and cell phones the same principal should apply when buying initially?? I am now unable to get my phone replaced because of this and yet I have been a loyal Mtn customer for more than 10 years and up to date with my insurance payments!!!