POOR CUSTOMER SERVICE, RUDE CALL CENTER AGENTS

My phone was ****** yesterday and I need MTN to block the sim card and provide me with a ITC Reference number in order for me to open a case and claim from my insurance. I have been on a call with mtn all day and all the agents have been sending me from pillar to post. The prepaid department says I am on a contract with mtn (of which I am not), when they transfer me to the contract department, they say indeed, I don't have a contract and they transfer me back to prepaid. This has been ongoing all day. They have a system challenge and the best they can do is tell me "sorry we can't help you". Some drop they call while I am still talking.