Bad Service

Somewhere in the month of May this year someone made two ********** purchases with my Game card. I then called customer care and was advised that i needed to send them an affidavit with my certified id copy, game card with my three signatures. I was told that the investigation would take 21 working days. I then submitted those documents, after a month i did not receive any feedback from them, i then called to make follow up and the matter was not resolved. Last week i called the customer care again, i was then advised that the matter was resolved that i should go to the store with my id and request for a new card. I went to the store before making my payment i asked for a balance, the balance was still not rectified. The thing that upsets me here is that i have to be the one making follow ups with them and they are the ones that allowed someone to use my card how, i dont know because Game requires an id when one is purchasing and they capture the id numbers. And lastly i am not happy that they gave me a credit of R12000 and they allowed someone to purchase over that credit. All i want is this account to fixed so that i can pay them what is due. They are taking long to resolve this matter.