MTN N1 city mall

I went to MTN N1 city mall to find out if someone is using my son's son in my son's phone, as it is missing and a African lady answers it, then I told the lady I don't have my I'd but I have the I'd on my phone back and front, and a pic of the box, she said no she can't help me I must have the actual I'd, I told her I understand but she can see it's a clear copy on my gone I just wanna know if the person using it, and it's on my name the SIM and I'd, she didnt wanna help me at all, I do understand, but and a big but , she can see it's me on the Id. My I'd is lost I have to go for a new one, since I work in the mall I haven't got off yet to go do a replacement, and just needed the help to know if the person is using the SIM and phone. It's bad that they don't go the extra mile for customers, and have the mentality that they don't have to help if they don't want to. This is the reason I do not like MTN, the service has always been pathetic.