Remove ********** account under my name

Made a request to have a ********** account removed under my name months ago but stil no one is helping me. No calls no reply to my emails nothing...no one cares last response i was given a reference number as follows *** and that was it. Please can someone help me. This account is showing as active on credit bureau under ny name. I had the matter reported ages ago but stil no help. I am thinking of taking this matter to a higher level now because its clear cell c does not want to help me