Disgraced at your services

Please assist with the below

I have been a MTN customer for 10 years and never had any problems with their services, however recently I have enquired about An extra debit that has been going off my account. I do have a contract with you guys for 2 phones only , however when I contacted the call centre they advised me that there is a sim card Contract too, I asked them for the number of the sim card I told them that I do not have that sim card I lost that Sim card when they stole my phone in 2018 and I have never been paying for a Sim card and one that I don’t even have in my possession anymore. They told me to go and check my documents if I have signed anything and I have nothing that I have signed for an sim card. I did ask them to please cancel that contract and investigate but no response I kept getting the go around with the call centre team. I spoke to THABISA - CANCELLATION MTN - REF*** this is the reference I got from her Yesterday I tried apply for a home loan and I was told that I am in arears with MTN how is it that when I have been paying you guys every single month without fail. I need you to urgently assist me as this is affecting my credit score I want my name to be cleared , I am being ****** from you guys for something I do not have or even signed for I want my money back that they have been debiting for 2 years I am furious at the fact that I haven’t received no feedback ,no call nothing from MTN from 18 October 2022 Please intervene before taking drastic measures