********** purchase on my account

I have had an account for more than a year. I paid it off in Feb and March this year. Around the same time it seems someone tried to use my account to purchase a TV and they I the process changed my address and cell no. I was totally unaware of this until last week when I tried to place an order. The call centre lady asked me to verify my address and cell no and then informed me that the info I gave her doesn't match with what is on the system. I then sent a mail to enquire. A lady called me to verify what happened and also informed me of the attempted ********** purchase, but did not confirm how they detected that it is po ***** nor did they try to make contact with my via email or work number. The lady Shehaam asked for my payslip, proof of address and ID copy and told me the matter had been escalated. That was last week Wednesday and to date I keep getting told the matter is being "attended to". From the lack of feedback or resolution l am getting the sense that this is an inside job. It's all too fishy. I need answers!