Lack of escalating / communication through department

My account has been de*****ed, on the 06/06/2017, I acknowledge by receiving an sms that thank me for visiting Jet stores in Richards bay ( KZN), I phoned edcon and inform them of this matter, i was advised that they will block my account, i must go to the nearest store to do a purchase dispute, and they will reverse the disputed amount on my account, now is three months later, they send me emails that confirms theirs amount R2399.59 due on my account and i have been handed over to credit bureau, of which my account was owing R3963.74, before it was been *****ed. Since then no one inform me of the investigation process or giving me feedback of the dispute, i only receive emails that confirms my account is handed over to credit bureau.