Bad customer service

On the 14th of July my Game / RCS card had been **********ly used. I last used my card on the 13th Of July at Game Gateway. On the 14th of July I have been contacted by Game advising me that my Game store card had been **********ly used for an amount of +R8000. I was so shocked . Whenever you purchase something using your Game card you need to produce your ID. I was advised that the department will look into this and I was advised to sent in some documents. The very next day I sent in all the required documents. I received 1 call only advising me that they received all the documents and they will look into this. They gave me a time frame of 21 day due 2 Covid 19. Its now been over a month and I still have not received any feedback. I sent them a couple of emails. I still paid my installment on time. I am truly disappointed and still in shock as to how this can happen. Game/ RCS are always quick to remind me to make payment and advise me that I can cash back from my card. I understand that there are different departments but they could atleast reply and advise that they still investigating.