Confusion with my ID number and landline number

I have had a prepaid account with Telkom for over 30 years. Last year November my line just died. I reported it to the maintenance team and they told me that they will send a technician within 2 days...nobody came. I called them again and they sent me a sms informing me that due to the high cable theft Telkom cannot assist me with my problem. I then confirmed that my neighbours line were still in working condition, which means that it could not have been the cable theft. I visited the N1 city and Cape Gate branch to report the problem. I was shocked to hear that my ID number as well as my landline number belongs to someone else in JHB, who on his turn cancelled his landline. This was the reason my line was disconnected. After visiting them for the third time, I was told that it will be handed over to their ***** unit. Four months later and I am still waiting. I am a pensioner and really need my line to work.