Poor customer service

Mr price has a poor communication and don't have good customer service. I wrote a review some time back about my husband's Mr price account that someone used. Is has been 4 months now and still no communication from Mr price regarding any progress. The account owed about three thousand before the imposter used it. Now is owing about ten thousand. What I don't understand is how long their investigations take cause that's what they keep saying whenever being contacted. I don't understand if they just want to let this matter pass and that the money owed we end up paying or what. Whenever being contacted they can't even give a clear explanation they refer him from one person to the other with no clear clarification on the matter. And this is just so emotional draining to cause he just don't what to do as he isn't getting any solutions from all this.