Unhappy MTN customer

What a disappointment I experienced from MTN, I lost my phone on the 14 February 2026, went to the police station to open a case for insurance. I was informed to get an ITC number from MTN ,I call them and they informed me that they cannot locate my IMEI and my cellphone number they do not match They requested me to produce proof of purchase of which I did. I have been to their store at Protea Glen mall and they told me that they cannot assist me. I contacted their Facebook page , sent messages and they told me they cannot assist me either I must go back to the store , the same store that informed me that they cannot assist me. I do not understand really , I have been MTN user for more than 10 years , how is that possible that they cannot give me the ITC . I am so frustrated because I cannot claim from my insurance.

Very dis appointed MTN shame