Poor service delivery!

On the 3 July 2018 I discovered I had a ********** AVON JUSTINE account opened in my name/using my ID number. I phoned AVON JUSTINE to report the matter and I was told I needed an affidavit from the police, a certified copy of ID etc. and email them and my query would be resolved in 7 working days. I followed up again on 10 July 2018 and also forwarded the same email sent on 4 July 2018 to their ***** department and received a reply from Carol Andrews advising they were in the process of investigating the matter and would get back to me as soon as possible. Today I phoned and the consultant on the line advised she doesn’t see any no notes on the account since my last call on 10 July 2018 and could not provide me with feedback. I was also told I could not speak to Carol as they do not receive calls and I can only email her!! The consultant asked for my numbers and noted she should ask Carol to call me back. This is rather frustrating as we are in the process of applying for a bond and this ********** ACCOUNT impacts me negatively in terms of affordability. I just need feedback from AVON JUSTINE or a letter from them stating I was a victim of ***** in order for me to proceed with my bond application while they investigate!! It’s almost a month and no word from them. This is unacceptable, they promised 7 working days turnaround time!!