MTN I NEED MY ITC NUMBER FOR MY ****** PHONE

MTN has a terrible outdated online system that is costing us. I went to the MTN store at Sandton City to report my phone ******, and the consultant told me he could not blacklist it as it wasn't picking up the IMEI number on the system. What the system picked up was my old phone and last picked up my number in January. I mean MTN I have transactions with you where I bought airtime from my bank app to verify how I have obviously been using my SIM card. So why should I have to be inconvenienced when your system is at fault here. Surely I cannot be the only one who has been through this and surely you are very aware of this loophole. Why hasn't it been addressed?

I NEED MY ITC NUMBER IN ORDER TO CLAIM FROM THE INSURER!!!!! Your system failure should not be my responsibility. Especially when iCloud picked up my MTN number and the IMEI of the phone that was ******. There has to be a system where a consultant can generate an ITC number by providing correct documentation, or proving that you were using that simcard in that phone.