*****s!!!!!!

I pay this people month after month for more than a year and I am told that my balance is still the same has not gone down not even in the slightest, they have a app you can use to manage your account yet I cannot use it as some other party has created a profile using my ID number this is **********, cannot get any answers from the call center as to what is happening, I so tired of this ****** will be taking it further to the ombuds man, how can I have an account created for me on an app I have NEVER USED!!!!!!! WITH MY IDENTIFICATION NUMBER!!!!!!