Poor measures to report and investigate ***** and to stop consequential damages

I am very concerned about the lack of communication from MTN and the lack of proper steps to control ***** and limit damage that may result because of ***** at MTN. How is it possible that no one at MTN can suspend a number that has been reported as **********, immediately? I formally reported a ********** application for a new sim (and thus cell number) to be attached to my account to MTN on 5 Feb. I emailed all the documents I could find on it - and I opened a case at SAPS. Before this I tried to stop the ********** account via MTN's call centre and via an MTN branch during the day of 5 Feb. The call centre simply said they cannot do anything expect note ***** and escalate the matter. The branch at least assisted me by reporting the incident under the ticket number I-***, and they tried to follow up but they have since also indicated that the matter is out of their hands. The branch doubted that the sim would be released however as the account was noted as being ********** and the system did not indicate the sim as having been collected at that stage. Despite this assurance, I received an account from MTN yesterday for almost R3000 iro the ********** account. Clearly the ********* got the sim and used to sell data or airtime. I immediately phoned to find out what is going on with this investigation as I cannot be held accountable for this amount. The ********* also upped my account limit to R17,000. How did this not ring bells with MTN's call centre? The branch emailed the call centre person on 5 Feb 2021 already to cancel the order and STILL no response from him! How did someone get access to my account? I am quite certain that the ********* does NOT know all my personal details, so this MUST have been an INSIDE JOB. The woman at the call centre yesterday (16 Feb) was at least able to transfer the number to which the necessary one time pins for the ********** account is sent, to my own number. With that I was able to access the ********** number on the MTN app and in order to limit my possible damages I zeroed possible expenses on that account. Now, today (17 Feb), I received another sms from MTN about an order that was received. Of course I was extremely worried as this is how the ***** of 5 Feb started. I phoned the MTN call centre. The woman who assisted me said that this was a notification of suspension of my account. She also confirmed that this is a suspension of my own line as she could no longer see the ********** number on my account. She said it was because of non payment of my account - but no payment is due and I am not in arrears. When I went onto the MTN app after that call, I could still see the ********** number and when I checked my own account balances, I saw that I still have a lot of airtime etc. So this suspension must be linked to the ***** case – BUT I STILL HAVE NOT RECEIVED ANY COMMUNICATION FROM MTN ON WHAT IS GOING ON IRO THE INVESTIGATION AND YET THEY ARE GOING TO CUT MY LINE. Especially on such a serious matter this is really unacceptable. The woman at the call centre gave me the ***** division's email but the email that I sent to find out what is going on was returned with that being a wrong address. I am begging MTN to please URGENTLY confirm with me what is going on and why my phone line is being suspended – is this linked stopping the ********** application? Will the ********** amount be deducted from my account?