Absa has no security

Last year, I logged a complaint against Absa relating to a *****ulent account someone opened using my ID number and to this day, no investigation has been done. I received a call, twice from Kamogelo and she insists that i need to go an open a case (not an affidavit) however I SAPS cannot open a case if i dont have the details of the *****ster. Am i now suppose to open a case against ABSA as an entity? I'm considering going to the Ombudsman since this issue is being taken lightly. Absa's security failed to identify a *****ster and issued out thousands of rands and now i need to do the run arounds. CASE NUMER - C-***7