Account opened without my consent

I wanted to upgrade my contract over the phone since I was on quarantine in June but on my surprise last month when I check my statement the amount that I have to pay was too much then u went to MTN they told me that the person assisted me open a new contract instead of upgrade, on a serious note in this time where people loose their job some other people they still increase other people's debt. I reported the matter to MTN customer care on the 23rd till today I haven't get any feedback I also escaled to icassa still no one wants to assist me. Hopefully I will get assistance here.

Regards Nokuthula ***