Virgin Mobile the cause of bad credit score due to their own incompetence.

acc no. *** I have noticed this account appearing out of nowhere on my credit report and have been in contact with Virgin Mobile since the 29th of October 2020 - Both their customer service as well as their forensic department. After a lengthy period of inconvenience brought onto me without any fault of my own, it was established that I have indeed been a victim of Identity ***** and I was assured that the account will be cancelled and everything about this account will be taken down from ITC - I HAVE ALL THE E-MAIL CORRESPONDENCE AS WELL AS A LETTER FROM VIRGIN MOBILE ATTESTING TO THIS IN MY POSSESSION - Today is the 7th of May 2021 and even though the 'non-payment of the alleged account has been taken off my ITC report the account still appears on my credit report. My last e-mail to them requesting it to be removed was on the 8th of April 2021 - A whole month has passed and I have yet to receive acknowledgement or receive any feedback in this regard. The lady from customer care that is supposed to assist me in this regard goes by the name of Refilwe - How long must an innocent party suffer due to negligence from Virgin Mobile?