Failure to respond to grievance

Since last year when I discovered that someone **********ly opened an account with my name and i was requested to submit an affidavit which I did and the response i got was this

Good day since our telephone conversation you told me that my case has been resolved on 20 October 2020and I will be receiving an email for confirmation and my name will be cleared from itc and i am still waiting for that email confirmation.

Your assistance in this matter will be highly appreciated

Thank you

I have been trying to give them a call for sometimes and they are not picking up my calls