MTN supposed to help but doesn't. Seems no one cares

After I sent the email to the lawyers of mtn retention dept MTN requested my ID and acount number to follow up. The mails included an acount letter and the mails from the lawyers. Really does MTN staff even check the mail and attachments. Do they know that they themselves launched an investigation into to whom the router was sent and who recieved it. And that all contracts was canceled as per instruction of MTN Headoffice Alice van der Merwe know all about it. Why don't they clear my name and get this solved.