Mtn losing data

2 & half years ago I upgraded the phone that I had then to Huawei P Smart S at MTN Benmore. The IMEI number on that box is ***, Unfortunately I do not have copy of that contract anymore. I insured the phone with Pineapple, the phone got lost last week. I'm trying to get MTN to blacklist it so that I can claim a phone. When I called on Friday 14.04.23 cause the phone was ****** on 13.04.23, I was given *** as reference number and that is what I used to open the case. Pineapple now says that is not a correct number and I called MTN to get the correct ITC number. Only to find out the number was not blacklisted & apparently they have no record of me getting a Huawei P Smart but a Huawei Y4.

They are saying they cannot assist me.

I need to find out what happened to the details of the Huawei P Smart and why is this now becoming my problem if MTN messed up their systems. The consultant I spoke to said I should go to MTN store in Benmore to do manual blocking since I got the phone there. I'm not longer in that area and won't be able to go there.

My ID number is ***. Contact Number: ***. I have an invoice dated 12/02/21 which shows that the phone that I had is a Huawei P Smart S. Invoice. Invoice I***.