I NEVER HAD A NIGHTMARE BEFORE UNTIL MTN DECIDED TO GIVE ME ONE

My Samsung s7 edge was ****** on the 29th of December 2017. it didn't really worry me too much knowing that my data was backed up and the phone was insured, until MTN showed me a middle finger. I phoned a customer service and I was told to go to police station to open a case. The police officer told that MTN need to first blacklist the phone, give me the ITC number in order for me to get a case number from the police. I phone 808, gave the guy the IMEI and my cellphone numbers so that he can blacklist the phone, he told me that he couldn't pick up anything on the system. according to him, nothing showed that the cellphone number was used in the phone that was ****** or in that moment, then came another story that the IMEI number doesn't show on the system (one even asked me if I got that phone from MTN). he told me to go to mtn direct store they should be able to help me. I got there, poor customer service first of all. it's like I had to beg them for a help. I have explained to them my problem, the lady told me that she could see that I have an insurance but she couldn't pick up the IMEI number that's on my S7 edge( strange). I had all my papers with me, include the emails sent to the insurance department in 2016 for change of handset. mtn direct store promised me that this is a small matter that they will solve it easily and they will call me, until today no phone calls and I have been there 3 times. I went to a different mtn store, and I was assisted by nice lady. she did all she could to help me but the minute one gets on phone with 808 it becomes a nightmare. she even told them(808) that the customer have all the proof and she is surprised that mtn can't blacklist the phone and give me the ITC number

I am now sitting here without a phone since December the 29th 2017, I am still paying Mtn and the insurance for something that I don't have. Mtn is refusing to replace my ****** phone. why is it so hard for them to blacklist the phone so that I can get ITC number and claim my phone my phone from the insurance department???