Pathetic service.

Good day, my wife's rcs account was used to purchase goods amounting to R9.000, at Hi Fi Cooperation in June 2022. She never authorized or knew the purchaser; she lodged a complaint and was given this case number [<AR***>]. She never lost her store card, their reply was that they could do nothing about the *****, she should continue to pay her account, including the ********** R9.000, please help.