Request for Clearance Letter

My account was **********ly used in 2018 to make purchases that were not placed by me. While doing credit checks for a home move I was surprised that I owed homechoice close to R40 000 since 2018. I did all then necessary procedures and submitted affidavits to show that the account was used **********ly back in 2018, the account was not resolved till today. All I am asking for is a letter stating that the purchases that were done were done **********ly and that you are working towards clearing my name with the bureau because currently my life has come to a stand still. This is affecting my life and that of my children because we need to move houses but this has caused me and my family such hassles. HELP!