Pathetic Service From Edgars when a ********** purchase was made on my account

On the 16 March 2020, i was notified by an Edgars employee that a ********** purchase was made online, purchasing airline tickets to the value of R4500. The lady said my card will be blocked and the transaction will be reversed. On 11 April, I received a statement for the outstanding amount. i could not query this due to the lockdown. On 05 May, I called the helpline and they directed me to the ***** division. I spoke to Siphosethu, who ensured me that there was nothing i needed to do, and it will be reversed. The process was taking long due to the backlog of the lockdown. I received a statement again in May, now with interest for an overdue account. I then spoke to Mathlodi from the ***** division, who also ensured me that there will be a reversal, i just need to be patient. I have since been getting calls at least twice a week from Edgars, requesting payment. I called the ***** division again on the 29 May, and spoke to Bernice Jacobs. Only this time, i was told that there cannot be a reversal as documentation was not filled out. Highly upset, i filled the dispute documents and emailed it to the address as she sent. Its now the 18 June and i still have an outstanding amount of R4500+. I called the ***** division again yesterday, asking to speak to a manager, only to be told that no manager was available and he will contact me by the close of business yesterday. I am still waiting for that call.

i do not know what to do anymore. I now have a bad credit history due to Edgars, and no one seems to understand what procedure needs to be followed. Further to that, if this was picked up on the day the purchase was made, i cannot understand how they still allowed this purchase to be made.

Pathetic service from Edgars. I cannot even cancel my account as i have an "outstanding" balance. This is a *******!