No return on funds ******

Hello Peter. A person had taken cellphone contracts at Mtn without my consent *****ulently being debiting my bank account since April 2022. I eventually went into the Mtn store and confirm that it's being done without my consent. Since Feb 2023 a case was open. Funds to be refunded to me are now sitting in the Mtz account department. But every time I go into the Mtn store no one can help retrieve the funds. I am frustrated beyond measure. The Mtn store at Liberty Mall ,Pmb is not willing to help me at all. Please assist for my funds to be released to me.