Game Store card

Hello I have an account with Game, last year on the 5th of December I received an sms that was appreciating the purchase that I made for 2000. At that time I was at work in Pretoria, then I called them & inquired I was told that the purchase was done at Whittle Sea, Eastern Cape. I confirmed that I am not the doing the purchase as I am currently at work. I was told to send all the necessary documents so that they can resolve the matter. Since the 6th of December 2018 till today these people failed to do the necessary investigations but they claiming to work on it within 21 days hence now it's February 2019 the matter is resolved & that 2k is still in my name. Now I want to close the account but that 2k is still hanging under my name. There is no way a person can do a purchase at Game with account unless you have a card & the id or licence to prove identity or ownership but in this case someone was able to without having my id & my card. How is my problem? I am not working there. Why does it take forever to resolve the matter & deal with the relevant person responsible inside there? ??????