Pathetic service from GAME!

I called Game on the 27th August 2019 to find out why they are debiting me when I no longer owe them . I was advised that my account was used for a purchase at the value of R9986.78 and I was not aware of that purchase. i submitted all the documents they asked for. it's now a week later and i have not had any feedback from them.

they said the investigation takes 21 days but i still expect some kind of feedback regarding the investigation. i think it is absolutely ridiculous that no one is even responding to emails.