Blacklisting of phone not recorded

On the 10th of January we were ****** at home we phoned the relevant cellphone companies to find out the process for listing our phones, We had a problem with our MTN listing as the phone was an ex vodacom phone but the account had been ported to MTN so we were advised by the vodacom store in key west that the the phone had to be blacklisted with vodacom which we did we phoned the call centre and listened to the prompts and pressed 4 for phone to be blacklisted my wife then spoke to an agent and she duly gave us an ITC no which is what you need for the insurance company the problem is the number the agent gave us was for a listing of another ITC case and the phone was never listed since then we have been pushed from pillar to post and now our insuarnce claim is at risk of not being paid out du to the incompitence of call centre agents, We have requested the voice logs of the day however this seams an impossible task as for the last few weeks we have numerous people trying to assist including MR eltinio Martins and todate not one person is able to trace either numbers we phoned from or the call log of the listing which is now putting our claim at risk of being terminated?