Game store disgusting bad service

On the 18th June 2019 around 13:42 i received a massage dat says "thank u for purchasing the amount of R3000 on ur game card & again at 13:49 i received another massage of amount of R1729.99"That time my card & id was in my possession.They told me to send documents to them to start with the investigation i went to my nearest game store i was assisted there dey have send the documents & called 2 confirm if d documents was received they confirmed that they received them,monthend of june i went 2 check how far are they with the investigation they said i must wait 4 21 working days, after 21 days i went 2 check again dey said i must resend the documents again i am disgusted by their bad service.