Unhappy customer

Absolutely pathetic service....About 3months ago ***** was done on my husbands acc, a purchase was done on the account while we were on holiday,when we recieved the sms we had contacted Game ***** dept,they requested a few documents from us so we emailed it to them only recieved one call from them the next day,but they have not provided us with any feedback till now as well as told us who used the card ,my husband has been paying this account as normal ,and is paying for something he didnt purchase,we sent emails to them but no feedback ,we need to be compensated for this ,we want to know the outcome of the investigation because it seems like game employers have done this but they fine with it cause my husband could only buy with his Id or drivers license so how is this possible