Cell C ***** Department and their very poor service

I have one contract with Cell C on a mini wifi router of which I py R157 p/m and I opened the contract in August of 2018. On 31/07/2019 I wrote an email to the customer service regarding a ***** case of another contract that was opened using my identity. Prior that, I was receiving numerous OTP pin messages and it was very shocking to a point where I called the cell c customer service regarding that matter. the consultant that I was talking to said I should ignore those messages since I was not the one requesting anything with the OTP pin and I did just that. Later when I logged into my credit score, I found out that I have another contract with cell c something I did not open nor know about it. it was said that I took two contract cellphones. I asked the consultant how did that happen because I was told to ignore the OTP messages while they were busy opening a contract with my details. The consultant put me through to the ***** department of which my call was not answered till this day. I called the customer service again and I was told to email and of which I did. I received an email with a reference number and was told that they will get back to me after 48 hours and that was on the 31st of July 2019. On the 7th of August I sent another email to follow up and to this day I haven't received any form of contact from Cell C and my name is listed for a contract I don't know of which says I owe over R3000. I only pay for the one I opened of which Its R157 on a monthly basis. It got to a point where I regret being a client of Cell C because it has brought me nothing but stress. I'm very angry and I really do not understand the level of service they have with their clients. I want this account removed under my name and to be given a clearance letter!