THE WORST SERVICE I HAVE EVER EXPPERIENCED IN MY WHOLE LIFE!!!!!!

I have taken a contract with MTN and insured the device, I have lost my phone on the 22th of Nov and reported it to MTN in order to blacklist the phone and issue me with an ITC number for claim purposes. I have called their customer care which failed and sent me to one of their store and that didn't help cos they also can't blacklist the phone due to the error on their system got directed to MTN Head office and the matter was directed to the relevant department on the 1st of Dec and till today i can't get help. i am sitting with more than 10 references but no one has a solution to my problem.