*****ulent account dispute

I have been trying to have a *****ulent account removed from my name for the last month. I have e-mailed as requested I have lodged a complain on their online portal and still nothing has happened. All the relevant document were submitted and they just close the case without resolving the issue. You cannot get hold of anyone. I see even the responses send to clients on Hello Peter is a standard computer generated e-mail. All correspondence to clients are standard computer replies, you cannot phone them as nobody is available to take a call. On the hold function you are told to send an e-mail, what do you do if your e-mails go unanswered?