ID number theft

I'm currently disappointed with MultichoiceSA DSTV with the way they are handling my ID theft issue. October 2018 I realised that somebody used my ID number to subscribed to multichoice and and an explorer was delivered to the persons address. We subsequently listened to the recordings and established that the person that used my ID number was infact not me and I was told that the Explorer will be removed under my account. Today is February 2019 and the Explorer is still under my account. I've called multichoice several time and also driven to multichoice and nothing has happened.......very disappointed?