MTN is failing me once more

Do not want to help me, Lost my phone on the 9th of this month and reposrted it ****** on 10th. Upon blocking my phone at MTN Store Northgate, I was told that I need to call 135 because on their side blacklisting is declining and no reason was provided. I then went back home and called 135 where I was told that my phone needs to be whitelisted before it can be blacklisted, again the person who was assisting me didn't know what causes this but said I must call after 4/5 hours. Eventually I managed to get my phone blacklisted and blocked the sim card.

Upon submitting a claim with Naked Insurance, one of their requirements was to get the "Last used date" from my service provider. I spoke to several people who could not provide this information but I remember few names and the information they gave me. Lutshmee Haripasad based at a call center in Center told me that my number was active last used yesterday morning which was the 11/04/2022, when I told that I blocked this number and sim swap has not been done she told me that another story that I didn't understand and asked me to go to the store, I called again spoke to Nonkululeko Makhathini and her manager Nompilo Ndaba who refused to give me any information because I was not calling using my number which I blocked and haven't done sim swap yet(They both based in Durban and were very rude).

I need assistance guys regarding my number 073 846 **** and device IMEI: 3513***6111***7. This phone was ****** on 09 April 2022, blocked the phone number, received ITC: 316***28 on the 10 April 2022. According to your system, this device was last used on 25 March 2022.

Can someone please clarify for me, how do such things happen. What would cause the system to give such incorrect information? Insurance is refusing to proceed with my claim based on this huge gap between the last used date and the time when the phone was ******