5 MONTHS LATER GAME HAS NOT RESOLVED ***** ISSUE

5 MONTHS LATER, MY ISSUE IS STILL NOT RESOLVED!!! SOMEONE FROM KIMBERLY USED MY GAME STORE CARD TO MAKE ********** PURCHASES 03/06/2019 I REPORTED THIS AND EVEN SENT THE REQUESTED DOCUMENTS ETC, EVERY TIME I CALL THE ***** LINE IM TOLD IT HAS NOT BEEN ALLOCATED TO SOMEONE OR IT HAS BEEN ALLOCATED BUT THE ISSUE HAS NOT BEEN RESOLVED IT TAKES 21 DAYS, WE WILL ESCALATE IT, GAME IS NOW SENDING ME SMSES THAT MY ACCOUNT IS OVERDUE WHEN I PAID EVERY CENT I OWE WHICH WAS R2283.86 , THIS WILL AFFECT MY CREDIT PROFILE AS A BAD PAYER, THE LAST TIME I USED THE CARD WAS 20/04/2019 AT EAST GATE GAME STORE FOR R1093.51

I HAVE MY CARD WITH ME WHICH MEANS THERES A DUPLICATE CARD SOMEWHERE, CAN SOMEONE SORT THIS OUT PLEASE I NEED TO CLOSE THE ACCOUNT AS WELL I CANT DEAL WITH BAD SERVICE.