cant even stick to their own SLA

In July I was shocked to find that a homechoice account had been opened on my name via a credit report I had requested. I was then in contact with them as i had no knowledge of such account and was advised to complete a dispute which i did and forwarded to them on 15.08.2020 a consultant by the name of Mark Wagenaar responded and advised it could take up to 90 days to get feedback then on 14 of November i sent an email requesting feedback and the same Mark rep**** 2 days later a whole customer success specialist i might add rep**** telling me there was no feedback and referred me to *** in essence telling me to do his job and follow up on my own query which i had already done by being in contact with him. I need someone other than Mark to contact me regarding the status of their investigation which by their own standards should be concluded by now then i want that account removed from my report not closed but removed because i never app**** for even a teas**** from them