MTN does not wanna pay me back

good day, my name is Nthabiseng ( ********** 970). MTN does not want to refund me money. I was involved in a *****, were my contract was upgraded without my knowledge. Apparently someone managed to do an upgrade using my ID number but different photo. And this upgrade was done a day before I can cancel my contract. I was so shocked asking myself how did this person know my MTN PASSWORD, proof of residence and if they used a copy of ID was it certified because I have never lost an ID. MTN requested an affidavit and a certified copy of my ID. I did sent the documents and MTN saw that it was not me, they acknowledged that they see that it was done via *****. the case was closed on the 3rd August. on the 4th August ,I then requested MTN to pay back the money into my savings account and the said that it will be done within 48hrs. I have been calling MTN till today to ask when will the money be paid. Can MTN please take its customers seriously can they also protect its customers.