Unable to blacklist a ****** phone

My mum's phone was ****** on Sunday evening and I was unable to blacklist the phone due to the strike at MTN. There is no answer at the call centre, I visited a store, only to be told that they cannot assist as they blacklist phones via the call centre. I did however report it to the police station and filed an affidavit, but without the ITC reference, I cannot submit my claim to insurance to have the phone replaced. <br> <br> I even went as far as to try calling the MTN head office, but there is no answer there either. Surely someone at MTN will be able to assist????