MTN STILL DID NOT PAY MONEY BACK AFTER ******* USING MY BANK ACCOUNT

Good day, after document was given in for money that was deducted on my account more than R2000 no refund was received or phone call to say they are busy with the investigation. My name and account was used by you ******* and there is no cell phone account with you as well. NO ON IS CALLING ME OR COMING BACK???? IS THIS THE WAY MTN IS HANDLING THESE CASES? internal ***** WAS DONE ON YOUR SIDE AND NOTHING HAPPENED????