***** case is not followed even after reporting MTN ***** Line (it does not even work)

Someone opened a **** account under our name in MTN. We spoke with MTN and reported it as *****. We were told that it was an online order so they can't do anything. We asked to see docs about the offer cause they need to rica it, but they did not show it to us. They said we must open a police case. So we did (but of course police did not follow up and case is just sitting there idle and I cannot even reach the officer who is in charge of it.). But still not allowed to see "OUR" own documents cause they are not allowed to show it to us. by POPIA we have right to access our own data. I have also reported the case on MTN's Report ***** line and asked someone to get in touch with me. But still nothing it has been finalised. MTN handed our account to debt collectors even while there is a POLICE CASE against it. I am getting tired of this incompetence.