MTN South Africa - NO response to a ***** Alert sent TWICE on 10 & 15 March

I have been a victim of Identity Theft and a ********* proceeded to do online purchases of cellphones from MTN using my details. When my bank sent me a DebiCheck on 10 March to approve, it was only then that I was aware of the ***** that was perpetrated. I rejected the DebiCheck and I immediately went to the MTN store at Baywest Mall in PE and reported it to the Branch Manager. She recorded the ***** on their system and gave me a Ref No ***. I will not divulge all the information that I was made privvy to but as a retired Bank Manager, it was clear to me that the sales consultant who processed the sale transaction was either blind or *********** and should have prevented the sale from taking place. The MTN Baywest Mall Branch Manager encouraged me to log a complaint using MTN's complaint procedure which is via email address ***. I sent an email on 10 March to inform MTN of the ***** that was perpetrated. In that email I requested 3 things. That they acknowledge and confirm that it is *****. That they will not hold me liable for 1 cent. That my credit record will not be negatively affected. To date I have received no response from anyone at MTN! I received an automated response with complaints Ref No *** advising a turnaround time of 24 business hours. On 15 March I sent a 2nd email, referring them to my first email, their reference number and the fact is way more than 24 business hours that had lapsed. I did not receive another automated response, maybe it had something to do with the fact that the subject line started with #***. The fact that the rest of the subject line contained words such as ***** ALERT!! ***** ALERT!! and has not solicited a response from any individual at MTN is shocking and deeply concerning!! Has MTN's ***** department been captured??