No One Ansers the phone

Hi, on friday i lost my phone, and i tried to get everything sorted out this weekend (MTN is my insurance provider). Unfortunately for me it appears no one is at the 24 hour call centre. I was on hold for 40min on saturday and eventually gave up, as i had to blacklist the phone in order to get a case number from the police. (this all while i have no phone, which means i had to go into a branch (Morningside)). i then went back on sunday morning at 8:30am, and was on hold for 30min before someone answered and could help me. How is it that people cannot black list phones from the branches?! if you don't have a call centre who actually answers phones in a decent time, then how do i blacklist the phone without waiting till monday? It is now monday and i am waiting for the insurance to get approved because no one can approve these things on monday. i was told i would get a call when its ready, but the whole reason i am doing this is because i dont have a phone to begin with. So now im going to have to go into the branch and just wait for this to happen. I would could borrow a phone to call the call centre, but then do i have 40 min to waste? i think not.