***** on my Mr Price store account with no feedback or resolution

There was ***** committed om my Mr Price store account. I sent all requested documentation to the email address requested and it has been more than a month since. I have not received any feedback to advise where they are in the process. The issue is that my account relfects in arrears which is negative on my credit score due to this issue dragging out. Please can someone just advise how much longer this would take to resolve.