***** case logged

Someone **********ly opened an account with Avon with my ID number 2017 and I only found out this year when I was applying for credit. I looged the case with Avon provided them with all documents needed on the 12-08-2019 until this day I am still waiting for someone to provide me with feedback on this case, when I call the contact center they advising that ***** is dealing with my query and they will be in contact, when sending an email to ***** they give me a systematic response.. It been 2months since I logged the case and no one has even bothered telling me the status of the case, and when speaking to people they advising that they have the same problem with Avon open ********** accounts and saying they still investigating.. Avon ***** department is it that useless and pathetic that it takes them more than 2months to investigate. I don't even have a case Ref number or a direct person that I can contact regarding this matter all I get are these systematic responses always.