Mtn refusing payment.

A case of activity on my mtn account was picked up as *****ulent.It included the phone account and orders to takealot and some of the mtn operators. The perpetrators were indentified and funds recovered. However for me to get my money back ,I have to pay an exorbitant fee for my own money. I was told in no uncertain terms I have to pay, because thats how the system works. The problem arrises because I do not have that amount of funds. This is thousands of rands. As I cant pay I cannot get my own money. Now what now?? Mtn says it is not their problem, I must pay. I feel like a ********, and now has to borrow money!! I will be very happy if somebody can explain the implications to me Why can I not just be paid back?