"We cannot block your ****** phone, sorry customers" _MTN

I have just lost a phone and I am told to provide an IMEI number. I have explained that the phone is almost two years old, and I cannot find the contract agreement nor can can I find the box. The agents are telling me to go to the store I bought the phone and ask for a copy of the agreement. That store is very far from me and I do not have the means to get there. In all of MTN customer services no one can assist with an blocking my lost phone or providing a copy of the agreement electronically. The whole of MTN! This is appalling! I am disgusted!!