MTN LEGAL NOT DOING THEIR JOB

I found out in 2018 that I was a victim of identity theft which resulted in someone **********ly acquiring a MTN contract in my name. I was called by one of the debt collectors that MTN uses to inform me that I owed MTN R19000 and I subsequently contacted MTN and opened a case which was resolved so they say.

Now I'm trying to get this record off my credit score because this prevents me from getting a job or applying for a home loan. I have called MTN and was put through to MTN legal several times and spoke to one of the ladies there to try to get them to send me proof that the case was resolved so I can have this account removed from my credit score.

Every time I call they tell me that they will send me an email with the required proof . It's been over a year now. I don't understand was is so difficult about sending an email.