communication

On 11/9/17 I submitted a sworn statement at Telkom stating that I did not enter into a contract to buy cellphones on 7/9 nd 10/9/17. The contract I have was entered into June 2017 to buy a cellphone. Neither I know the person who **********ly used my identity nor I gave anyone permission to use my identity. The was registered with ref. number ********** 5. I was in hospital when the phones were **********ly bought copy of medical certificate was attached. Telkom has not responded to my complaint nor was contacted for feedback instead they deduct money from my bank account. Why is it taking unnecessary long to investigate as they were provided with proof of hospitalization.p