Fraudulent account created in my name- no one will answer me

I recently discovered there was an account created in my name in 2018, that was never paid and is passed due. I did not create this account however, it appears on my credit report and is greatly impacting my credit score. I have called Telus customer service three times and was told a report was sent, I was also given the number for fraud support, where I left two messages. Despite being told by an automated message that I would be contacted in 24-48 hours, I have not heard back.

Was wondering if anyone had experience with this or could direct me to someone I could speak with? It’s been three weeks since my first contact with customer support, and it’s an extremely distressing situation.