WHAT'S WRONG WITH THIS MTN

I honestly do not understand how MTN do their business. it's like they only worry about taking money out of people and not giving a damn about helping customers

it's been a month now since I have lost my phone and it took MTN a month just so they can blacklist my phone. I got the phone blackilisted, got a case number and I sent the claim form to Pinnacle marketing. according to MTN it takes 24 hours for them respond, today it's 2 days and no response. I tried to phone them, the lady by the name of PHILA SANDE told me that she cannot find the IMEI number in which I did claim for. the only IMEI she can see is for the Samsung S3 I had like 5 years back. how come? I have done the contract upgrade twice. from S3 to S5, did a change of handset successfully. I even lost my S5 and the insurance replaced it. I then upgrade to S7, did the change of handset. got all the papers with me. I printed all the emails I sent to MTN. how the hell this insurance department cannot see my S7 IMEI number on the system and only see the S3???? please note they easily replaced my S5 after I lost it but they claim to only see the S3 imei number. which means that after I upgraded to S5, the change of handset on insurance was done, that's why they gave me another S5. I upgraded to s7, changed the handset for insurance, now they claim only s3 is on the system

What do I have from MTN now? cellphone gone, blacklisted and I will have to pay the bill for which phone? I am tired of fighting people that cannot do their jobs properly. I as a customer I have done everything MTN asked me to do. them not finding the IMEI number but being able to blacklist the phone, how??????? PHILA SANDE said it is two different departments. why cant Mtn informed the insurance department after balcklisting the phone?

please MTN help me get my phone back. this is really ****ing me. paying a lot of money every month and struggling to get my phone back, why MTN why??????