Trying to upgrade, with no assistance!

Hi, I need assistance, as it seems I am not able to get it from anybody at MTN in customer service or *****. My ID was **********ly used 2 months ago, and therefore I was added to the South African ***** Prevention system as being a victim of *****. Meaning, every time I have to do something, I have to submit this letter they gave me. On Tuesday, 21 August, I phone to do an upgrade on my phone. MTN call agent, Nombuso told me I cannot do this, as my ID is blocked, I have to phone SAFPS to unblock my ID. I phone them, and they said that they cannot do this, as I was a victim of *****. They gave me the letter again. I phone Nombuso again, and she said that she cannot help me, because the ID has to be unblocked, but SAFPS says they cannot do this. SAFPS even sent a mail to a Boitemelu Gailele, requesting to resolve this. I have enquired 2 x now to find out what the progress on this is, with absolutely no answer. So now we are at Thursday, 23 August 2018, with still no idea of what is going on, am I getting a response back from MTN so I can upgrade or not, what is happening? This is really ridiculous, MTN is a member with SAFPS, therefore between SAFPS and MTN, you need to clarify what should happen when an application from a victim of ***** is coming through, as now I am right in the middle here, and neither SAFPS nor MTN is getting back to me.