Worst service TFG forensics

In July 2015 I received a statement from Sterns though I had NEVER app**** for an account with them. I immediately made contact with their call centre and was referred to their forensics department where I spoke to Ricardo. He advised me that the account was already frozen on suspicion of ***** and advised me which docs to send to get this resolved. This is just OVER 5 WEEKS AGO ALREADY. I have sent them the requested docs but I dont know who is assigned to my case. This afternoon I come home to another statement with penalties added, so Im wondering WHEN WILL I RECEIVE A RESPONSE TO MY QUERY FOSCHINI? Does the account have to be handed over to your collection agencies before I get some sort of assitance? I didnt ask for this account Foschini so can you people please close it immediately and send me confirmation to that effect.