Extremely poor service received from ***** department

I am terribly unhappy with the service of your ***** department. Earlier this month I discovered that on 18 Sept, my store card had been reported as ****** and thus a a new one was reissued. This was obviously not done by me as I still had the original card in my possession. On that very same day 2 purchases of over R10000 were made with the ********** card. I have completed all of the documentation required by yourselves to submit a dispute in respect of these purchases. I sent such documentation to your ***** department more than 2 weeks ago. Despite numerous attempts to get feedback in this regard, I have not even had the courtesy of a response. The purchases are still noted on my account and naturally the increased monthly instalment must now be paid. I require URGENT assistance. My credit record is clear and I will not have this affected by your failure to do sufficient screening before simply reissuing a new store card in my name. Should I have no response I will approach the National Credit Regulator.