***** account

It came to my attention that a **** account ( where 2 X Huawei P10, data line and 2X R500 once off airtime was taken) was opened at Telkom mobile using my ID number and Telkom was deduction money in my account. I approached Telkom Highveld mall and they told me to bring all required documents to open a ***** case, I submitted all documents on the 18th October 2018 but nothing is done to date. Money keeps on being deducted from my bank and I incur bank charges when I reverse these debit orders. What irritates me is that there is evidence that the name, surname and address on the **** account are not mine so what is taking so long to close the **** account?