Service poor regarding loss of cellphone being rob

My phone was ****** and I went to the police station for them to open a case they told me they cannot help me I need to get a ITC reference number from MTN. I then tried calling them to no avail. Their call Centre is nonoperational. I then visited one of their branches in Carlton Centre. I was assisted by a lady named MOKA. She gave me forms to fill in and reassured me that she would either call or email me with feedback and that it would take only HR. 5 days went by and I heard nothing. I then took off work to go directly there. When I arrived MOKA told me theres no response. I asked her why she never let me know and she says she called me but I never got anycall I asked why she never emailed me to atleast let me know theres no feedback. And she couldn't tell me why. MTN has debited money off my account for a phone I don't have. Now they are delaying to help me. Their service is terrible. And I will make it known for people not to join MTN cause this is the service they'll receive. Putrid