No response on Enquiry

In August I noticed that a decoder we sold a year ago reapeared on my account. I logged a call with a call centre agent who then told me a Mr Siswenye managed to add his decoder to my account without my consent. According to this person he was given my information (my personal information like my address and contact information) by the person who assisted him at Multichoice. I have a open Enquiry with Reference number *** where Lebogang Mauwane confirmed that a request for the call records was made and I will be notified once this becomes available for me to listen to. A month later i'm still trying to find someone at multi choice to assist me regarding this. i phone weekly and also reply to this call enquiry via email but no body responds. Today I phoned again and was put on hold for 20 minutes after which I hung up. Numerous times I've asked for a manager/supervisor to assist but no body gets back to me. I need someone to let me know whats going on!