Rotten service at MTN West Gate Mall

On 2018/03/12 i went to MTN westgate to block my phone and soft lock my sim card as i was ****** of my belongings on that day in the morning. The lady there gave me all that was required by the police the IME and ITC block numbers and I specifically asked her to block the phone and lock the sim. A few day later it be came clear that my phone is fully operational and nothing was done by the consultant at MTN west gate. She only gave my the following with regards to my Microsoft Lumia 535 , IME # ********** ********** 0 and ITC # ********** 0 and now I am expected to pay for a contract that i specifically asked to be put on hold till i get a new phone from my insurer and it seem i cant do a sim swap as the number is operational thanks to them and the fine ******s in blue who do not do **** about ******ies happening at the mall in the early hours of the morning and have left the case unattended. I got a Question for you MTN West Gate Mall did you do what you did because I am foreign as all my information that is on that sim card is being accessed by the guys who ****** me. It just a question is it because I am a non South African citizen ?