Pathetic Service

I opened up a NWJ account last year and i had a baance of about R1000 to pay off. I called the contact centre to get a settlement amount as i was going to settle it that weekend. To my surprise there were suddenly purchases to the value of R14000 on my account. I went to the store a nd logged a ***** query. I was told i had to provide several documents and it would take 21 days for the ***** investigation to be done. After 21 days no one contacted me and i had to follow up. I was told that the investigation was complete and i would not be liable for those purchases. I asked for a letter confirming teh outcome of the investigation, however to date, i have not received it. I also settled my account and requested that the account be closed immediately as i do not want this happening again. I then get told that it takes 36 days to close the account1? what **** is this. They open an accoung for me within a few minutes, yest i have to wait 36 days to close it?? I need someone to sort this out immediately! And i want the letter confirming the outcome of the investigation!