MTN not willing to assist in fradulent contract taken out with them

MTN deducted R2530.98 from my colleagues' account then when he called them on ********** to enquire about it, they wanted him to send his ID to them, which didn't make any sense. He then called again and spoke to someone else who confirmed that my colleague has a contract with them that was taken up in Oct 2018. Which is untrue as he doesn't have a contract with MTN. When he tried to investigate further, they wouldn't give him anymore information as he was wanted to know where the contract was taken up and also confirm the documents used and also see the contract that was signed but they won't assist and told him to just go to a branch for further assistance This is so unfair as someone has clearly committed ***** with his banking details and ID yet MTN is not bothered and doesn't want to assist. They gave him a phone number saying its his contract number, we called the number and the gentleman who answered confirmed that its his number and its a contract he took out at Westgate Mall, 5 months ago. MTN is suppose to assist in such cases but they are just happy to receive money of ********** contracts.