Unresolved ***** case

My Foschini Account card was ****** and used without my knowledge. I reported the matter and submitted an affidavit stating that the card is ****** at Wonderpark branch. I got 2 messages from the ***** department requesting a front and back copy of the card. It also stated that my case won't be resolved if the copies of the card are missing. I sent them a fax stating that I don't have the card as it is ******. I can't send them copies. Now they are demanding payment while this matter is still not resolved.