MTN confusion

I reported a ***** incident on my phone and I was told to email them and to send a police affidavit to a certain person with a details of what happened which I did.. The ********* told us that he was 100% from MTN and now I don't believe any caller from MTN and will deem it as *****0 The email has obviously gone into dark abyss and I have received no correspondence of the progress of the ***** case. The MTN personnel at the call centers give me one story to another and cant tell me what the progress is and appears to me think that they don't know what they are doing. I have paid the penalty for the ***** transaction and also left with the ********** transaction on my phone which he didn't get away with. I am surprised that the mobile phone industry does not have an Ombudsman.