Not impressed at all

So I lost my Phone and called MTN on 07/12/2022 to block my phone and sim. They only blocked the SIM card, they said they are unable to block my phone only the branches can and they will call me in 4 hours. 08/12/2022 no call around 5:30pm I went to MTN store @ Wonderpark next to Pick n Pay. The Agent said they cannot block my phone because it was last active in March 2022 and they cannot trace it. How is this possible when you are debiting every month and send me data and airtime. I am able to trace my phone on cloud to its last known location. Agent said she will escalated it and well I am still waiting for a call, now i am unable to open a Police case because I do not have an ITC number. Been a client of your since 2007.