Fruad case not resolved

Good day,

I am writing this on behalf of my dad. My dad has a credit card with Makro and has been paying consistently without missing any payment. However he noticed something funny in 2021 and decided to go in store to enquire about this oddness in his credit card. When he got there they picked up an online purchased that was done in his account of about R49k. Immediately they were able to tell that it was ***** because my dad is over 60 not only that, he has no clue how online purchases work. the store manager in Alberton advised that a ***** case was lodged with their ***** department and will advise once it has been resolved.

but since 2021 nothing has been done, instead his account has now been handed over to MBD collections company. A lady from MBD contacted my dad this morning (3/31/2023) to request payment, I asked to speak to her in order to try help my dad but she hung up on me. Which left a big question mark. Is this an insider thing or? firstly they refused to tell us the address which the online purchased was done, and used the POPI Act card which we had to understand but why is this issue taking so long to be resolved?? when we request email communications from the store manager to be shared with us in order to prove that indeed this case is being dealt with, we get stories. now for how long should my dad wait? continue paying interest in that account on ***** that was done??? and how is that treating customers fairly?