***** complain taking months to get resolved

I am a person who makes sure that I am not behind with my installments. Since I have a Game account, there was not even a single month where I have skipped a payment to my account and I make sure that I monitor my accounts.

Between July and August 2019, I noticed that something is wrong with my account as the monthly installment was not the one I expect. I contacted Game and they told me that there was a purchase made using my account that is why the installment went up. I told them that I am not aware of the purchase and they requested me to send affidavit so they can conduct investigations.

Investigation were made and they found out that my account was **********ly used and they will remove those installments and I should just keep paying the normal installment as I a was paying. Guess what, even today my account was not rectified. I keep calling them almost every two weeks and I am promised that the account will be rectified and I should not worry. Now, I get sms from RCS that my account is in arrears and I should pay that amount (***** amount).

My question to Game is, why should I suffer for something not made by me? I have decided to close the account but I am being prevented by that amount as I am not going to pay for something I don't know about. I am tired of calling your call center as I know I will get same answer and empty promises while my credit profile is being dragged in the mud. My next step will be to contact the ombudsman if there is one and and seek legal advice.