Telkom ***** dept not reachable

I saw money going off my account from Telkom and queried Telkom They stated that I have an account with them, and I disputed this as I have never opened one I then had to get an affidavit from the police stating this, since when do I need to prove to them should this not be the other way around. Logged the ***** case on the 24th of January 2019, till today I have not received any feedback from Telkom, even worse is that every month they are still trying to debit my account, if there is a ***** case active on the account should the account not be suspended until the outcome. Tried to phone to get an update and was on hold for more than an hour with no one picking up the phone.