Identity theft and no assistance from Tyme Bank

On 12 December 2023 I discovered that there had been identity ***** that took place, such that Tyme Bank account was opened using my identity. When I found out it was when I wanted to open an account yet i got the outcome of that my ID number is already registered with Tymebank.I reported the matter to Tymebank whereby I was requested to go open a case and write an affidavit and also also send through my ID copy together with the affidavit and case number. I have done so, yet up to this date 29 February 2024 nothing had been done about it. Today 29 February 2024 I called to make a follow up and I spoke to Retabile who asked if I have my bank card with me after I have provided her with the case reference. How on earth can I have the bank card whereas the account wasn't even opened by me? Why is the account still not closed whereas I have provided enough proof that I am the rightful person who correspond with the ID number used and I am not the one who opened the account? My other concern is that on emails Tymebank even refer me with the name of the *****ster, why not use my correct name as I have provided you with a copy of my ID? I am really frustrated. Until now when I try to open an account with Tymebank it still says that my ID number is registered with Tymebank.