Giving me a bad credit record as well as consultants who say they have updated information but they don't. It's frustrating.

Good day. On the 27th of November there was a break-in where I live. In which they stole my appliances as well as my cards. I wasn't aware that my cards were also ****** and only became aware when a purchase was made as I received an SMS from Mr Price that a purchase was made. I than called Mr Price and my card was blocked. I submitted an affidavit and my Drivers license and I was told there would be n investigation. But every month I get calls,SMS's that I have not been paying my account. Last week I even got an sms stating that I would be handed over as I am not paying my account. Everytime I call a consultant apologises and says they will make a note so that I stop getting calls and sms's until the fruad department is done with the investigation. Out of the 5 years I've had the account never have I skipped a payment.This has also created a negative credit record for me. I have also requested a letter that States that the investigations are been done as I was in a process of buying a house but have not been assisted in that regard. I humbly request a letter. I hope I will be helped with the matter at hand.