ABSOLUTE TERRIBLE SERVICE OR RATHER NO SERVICE AT ALL FROM MTN

My simcard was hacked in the beginning of December and . After many calls to the call centre and reference numbers I was requested to send a letter of explanation as well as certified copy of my ID,which I did. On the 31st December 2020 I was advised by client services via email that my query was escalated to the ***** Department and was given a Ref No and email address.. On the 5th of January I Send and email to the ***** Dept with regards to my *****case.I got an reply back saying it was an automated response and I will get feedback within 3-5 working days.. Still waiting for that response. It it almost 2 weeks since to ***** case have been escalated to the ***** department and not a single word, or email or communication of any kind received back from MTN... It is just so frustrating!!!