Unhelpful customer service

I had an MTN contract that ended in November 2021 and the number was moved to prepaid, I thought without any issues. However, I have now found out that the move was not completed as my phone with the sim card was ****** 16 June 2022. I now need the device black listed so that I can get an ITC number to give to SAPS for the investigation. I am unable to do this as I have been told that the blacklisting of the device cannot be completed as the number is not on contract or on prepaid. I have been calling the customer care center and going to the MTN branches in stoneridge and greenstone trying to rectify this issue, but out of the 10 people I have spoken to no one can assist with this issue and as a result I have been jumping from department to department and wasting hours of my time as this issue needs to be rectified as soon as possible so that the police investigation can be done. I was told on Saturday 16 July 2022 when I went into the MTN branch in Greenstone mall to call the retentions department, which I had done this morning from 09:30 am and spent over an hour on hold and trying to get the information I need to sort this issue out, only to be told by the second person that they are unable to assist as the number is showing that it has been moved to prepaid and that they only deal with the numbers on contract.

The application for the blacklisting of the device was done 24 June 2022 and still cannot be completed. I had gone to the Stoneridge branch 17 June to do a sim swap and blacklist the device and was told then that they couldn't help then. Then the week after 24 June 2022 , told they could blacklist but not do the sim swap due to the issue of the number not showing on contract and it is showing on the prepaid system as inactive since January 2022, but I have brought data and airtime, as well as made phone calls on the number since January until the time the device was ******.

I am sick and tired of trying to get assistance with this issue as it is a waste of time and money , as no one I have spoken to either on the phone or in person can help and it is affecting a police investigtion.