Complain about poor service from Gane

Someone used my card on the 3rd and 4th of June 2021. Game on the 30th of June 2021, they send me an email and call me to inform me that my dispute has been finalized and I have to go to the store and get a new card. They even gave me a new card number.

When get to the store, they told me, u can't have new card because my ID it is linked to two people. I was angry why they said the investigation has be finalised while they are still investigating. They said I can not have a new card or to close an account until I have letter Home Affairs stating that my ID number is mine.

They should have told me from an email that they are investigating not say I can go to the store to get a new card. I was angry.