Fraud account/Identify theft.

Some one opened an account under my wife's name with Direct TV. We received an invoice at my mother-in-law and that's how we knew it. 

We submitted the fraudulent account statement with a police report and the response was that we were associated with the account (WRONG!)

we tried for hours to get in contact with some one. We spoke with about 16 agents and anyone helps. How can we get in contact with someone in that department and take care of this?

Please help!!! This is ridiculous.