Unable to blacklist my ****** phone

I lost my phone whilst in Cape Town on a holiday, I called MTN to have it blacklisted but they said the IMEI number doesn't match my cell number. When I got back to Jo'burg, I got the original box and read out the IMEI number of the ****** cellphone but I was told the same story that it is not registered with my number. I then went to Edgards(where I purchased the phone) with my proof of purchase and we called MTN together but they were also told the same thing.<br> <br> According to MTN, the last time that number was registered to a phone was in August 2015. I bought my phone on the 13th December 2015 and had it registered at the store (I have the papers proving that). So someone or the system from MTN neglected to capture the details or my phone when I bought it but they are saying it is not their fault and they can't blacklist it. <br> <br> I have since sent my documents to [Email Removed] as instructed to do so by a call centre agent but he has not bothered to respond since Monday.<br> <br> I have been going from one call center agent to another with no success and as a result i can't claim my ****** phone from Insurance since MTN cannot blacklist it.