MTN won't help against theft

I have been trying bro call their customer care line but I can't get through and now I sent an email for my son's phone have been ****** want it blocked or traced they can't they only ask me who h number to block.iand they can't trace the phone because of privacy policy how so it's a phone I bought I own it if I want it traced or blocked I have a right to that. And they only reply after days it's been a week now no help they don't care about their customers