Poor Service and Incorrect Blacklisting – MTN

I am extremely disappointed with the service I have received from MTN regarding my ****** phone. On 31 January, my phone was ****** and I immediately called MTN to blacklist it. I provided the IMEI numbers, and the consultant informed me that although the system could not pick them up, the device would be blacklisted manually. I was then given an ITC reference number, which I used to submit my insurance claim. I submitted all required documents and was repeatedly told my claim was being processed. After several follow-ups and days without communication, I was eventually informed that my insurance claim was rejected because the device was not blacklisted. When I contacted MTN again, I was told that they cannot find my device on their system at all, even manually. This means the previous consultant either failed to blacklist the device or provided an incorrect ITC reference number. This situation now makes it appear as if I submitted a false claim to the insurance company, which is very serious and unfair. I requested to speak to a Head of Department but was refused. A Team Leader promised to listen to the call recording and call me back, but I am still waiting for feedback. This is clearly an internal error within MTN, yet I am the one suffering the consequences. I am left without a device, my insurance claim has been rejected, and I am still expected to continue paying for the service. I urgently need MTN to: Investigate the incorrect blacklisting Correctly blacklist the ****** device Provide written confirmation for my insurance claim Contact me with urgent feedback This level of service and lack of accountability is unacceptable.