MTN commits ***** and makes me sort out the admin.

I just saw this morning that I was upgraded and when I called the costumer care we failed the security questions and meant that we had to into the MTN store. It’s so frustrating as the ***** was committed online by someone taking out a contract on my number and my husband’s number . We apparently have 2x iPhone 15pro max’s and now we have to go to police stations etc to solve this problem. Why is it so easy for the people to commit ***** and impossible for the innocent to get help!