Unhappy

I was ****med by someone who is using a Hello Paisq account, Her account is used by someone else who use the account for *****ulent activities I was told to open a case and send proof of payments I did All that, now I am told the owner should call the bank and tell the bank to unfreeze the account, how is the account holder is gonna call the bank because she is not the one who is using the account, she opened it for someone else yo6 use it, it means the account will be on freeze level forever, While I just need to be refunded as I have produced all the required and relevant evidence and documents.