Angry Innocent South African who has been a victim of ***** due to nigligent

I have logged a complain against homechoice on the 18th Sept 2020, of the ********** account that was opened with my details. However I have never lost my ID in my life. The ID that's in my possession the the first issue since high school days. I have sent several emails to Customers service Specialist by the name of Lee Anne Petersen. But she is giving me empty promises. As I have explained in my previous emails and reviews that, homechoice has *******ed my ITC score with their negligent. Now I have to suffer the consequences because of their ***** that they are pushing with their staff members. I have explained that my fiance and I are in the process of applying for a bond. And this account is delaying the process due to affordabity assessment. I have been patient enough. They told me to give the 30 days for investigation. Still now Im still waiting. I have submitted an sworn affidavit and I'd copy to them. But still waiting.