Failure to be helped by MTN

Am so disappointed in MTN ***** department. Me and my wife reported the case of ***** . Where someone open a cellphone account online using my wife documents. MTN delivers the phone to the unknown person. When i report they keep on saying we must go and open case at the police station. Whereas police says that they can't open a case for online thing. What is boring me is that How can MTN deliver a phone to someone and use ID copy for verification. This real bad. I don't trust MTN anymore. It's looks like is an internal **** within MTN. Their callcentre people are full of attitude. They asked me for 3 affidavits that i submit but still they are not helpful.