No Dispute Letter Received

I had lost my ID Book years back and 2 years later found that i had an Edgars account that was said to be opened on the Durban,West Street branch, i have never had an account with this retail store EVER, when i called in to dispute this matter not only was i given attitude but they delayed everything, up until the day I called them again and they told me this has been disputed and my name will be taken of the ITC, I mean how does a company blacklist you when you have been wronged and they are responsible for not checking the originality of that ID Book and Proof of income, to this day i have never received a letter stating that this has been resolved and when i check my credit profile i still see the same blady account that i disputed long ago, WHY???