Pathetic service recieved from MTN

On the 26 of November I noticed a debit order out of my account from MTN, I then went to one of their branches in Simmonds street to enquire about this as I don't have an account with MTN they confirmed a new contract has been taken in my name and was told to reverse the debit order and get affidavit of which I have done all of those things but I have had no response from MTN.

I received reference number 1- ********** 2547 from MTN but I mean its almost a month now and I have not received any feedback from you guys why? has these contract been taken out of my name? and has the credit bureau been updated?

I need MTN to close the contract and remove my details from the credit bureau that I have enquired with them as I haven't and its affecting me negatively, once this had been done I need a letter confirming all of that. I also want MTN to provide me with the details of this contract like which phone was taken branch where It was taken as well details used to open the contract and the copy of the agreement as I have to open a police case of identity *****.