Phone ****** but can't blacklist because mtn customer care doesn't allow that option

My father was attacked this morning by gunpoint and his phone taken, trying to get through to mtn to have the phone blacklisted and blocked as it is a contract phone. No way of getting through to a service champion on their customer care line. I had to end up sending an email that will be responded to in 8 hours and cannot claim through my insurance or file a police report because I need a number from them to ensure that the phone was blacklisted. It's really pathetic that in a situation like this I have to wait 8 hours to get assisted. Why is it so difficult to have a option to speak to a consultant on 135, I read in a previous post to dial 0, tried that and got told its an invalid option. This company clearly has no concern towards customers only concerned about making money!!!