*****ulent account still open 2 months after ***** case opened

I had a *****ulent transaction where someone opened an account in my name at FNB on the 21st of September 2023. I immediately logged a call with the ***** department. Since then, I have never received feedback, and the account is still open in my name. I requested feedback on the 23rd of November 2023 by logging an online query, and since then have not received any feedback on the ***** case. Any emails to FNB is either ignored, or I just receive a reply stating that the relevant department will provide feedback. It is already more than a week outside of their committed SLA since the call has been logged in November.