Untrained MTN service consultant

I'm completely fabbagasted with the response from MTN customer care consultant Ayanda Thwala.

I'm helping a friend to block a ****** phone, the phone was purchased and Ricad by him and then heet his son use the handset.

Now the lady says the parent (my friend), who bought the device and registered it in his name. Cannot report the device ****** and blocked, she says she needs a permission from the child of 15 years (who is at school now) before she can assist.

What nonsense is that? What is it you need from the child when you are talking to the very person who bought and registered the device and SIM.

Do we now have to drive to the school after standing in queue at the police station, to get permission from a minor, then come back to the police station and stand another long queue again for something that can be done and closed right this moment.

As I am writing this, we are waiting almost an hour since Ayanda Thwala said she will get her supervisor to call us back. 😡😡😡😡