********** account opened in my name

I got debited on my account from MTN, while I have never owned an MTN contract, when I queried with the bank, I got the details and when I went to an MTN store, I was told to get an affidavit from the police and a certified copy of my ID. When I went back to the store, they couldn't even explain to me what had transpired, asked if the account has been suspended and I was told they couldnt just gave me a reference number. When I asked who I can speak to regarding this ***** which is a crime by the way, I was told I need to go to 14th Avenue at their head office and speak to someone there. I found the service and lack of urgency extremely shocking