MTN Customer Support is almost NON EXISTENT!

Trying to report a ****** phone and get an ITC number which is required for a police report, proved to be an absolute nightmare!!!!! I was shunted from dept to dept, with the call dropped 7 (yes 7!!!!!). Once I was told that the ITC number needs to be obtained from the Apple iStore where I bought the phone!! Totally incorrect and completely ludicrous. I was on the phone for almost 3 hours to MTN to try and elicit an ITC number for the police report. The service at MTN is dismal!! Are they losing customers in proportion to the level of customer service they give?