Unsatisfactory service

Someone committed ***** using my husband personal information-purchased Iphone online with his details. We submitted affidavit and other required documents to have his name cleared because he has been listed as a bad payer. We requested a clearing letter after a month of submitting documents and they promised that it will be ready within 14 days. The waiting period is over and they cannot provide the letter and this is so important and crucial for us as a family. What they keep asking him is if he is MTN customer, clearly showing that they do not care about ordinary people who aren’t their customers. I was a customer there till June after paying our phones.i am so disappointed in them because the nearest branch is saying it’s not their department. Please South Africa help!!