Unwillingness to do thier jobs

I have a contract for a phone and happened to loose the phone last year. Now i bought a phone on Friday which then was ****** on a Saturday. I need to block this phone so i can report it to the police but everytime i have called MTN i have been told never ending stories. NO ONE THERE KNOWS WHAT THEY ARE DOING. Yesterday when i called the girl that answered the phone said i must go to the branch to white list the phone before i can blacklist it, when i asked what she meant with that she couldnt ****en answer that, i then went to the branch and everyone was amazed at the **** i was told. to day i call the prepaid line as i was advised to try them because the phonbe itself is not a contract i was told no they cant help. I just want this phone blocked so i can report this.. is there anyone who knows exactly what they are doing that can help me with this???<br>