SPORTSCENE REFUSING TO PAY MY PHONE BECAUSE OF SIM2 ITC REFENCE

I was hijacked by the 1st of July and I submitted the claim of my phone that I was bought in Sportscene at Golden Acre in Cape Town.I submitted all the requirements documents which is Case number with the statement, ITC refence from MTN,identity documents. They said they can't pay my claim until MTN gives me ITC refence for Sim two slot of which slot number 2 was never had the Sim card and MTN said they can't link the Sim 2 slot.I went to MTN several times they told me the same thing, it's almost 3 months now. They are refusing to pay my claim because of the Sim 2 slot that was never had the Sim card.