Bad customer service (RCS)

Goodday. I have opened a credit card at Game (rcs) and bought a TV with it. I continued paying the TV every month as normal and on the 3 month I wanted to pay off the acc and close, the consultant guy who was helping asked me security question just to check if I'm the correct account holder only to find out that ***** was committed right after I bought the TV, an amount of R1k was used in East London to purchase with my credit card, how that was done I don't know cause I'm based in Gauteng I don't even know where East London is I've never been there. OK a case of ***** was open and they said they will get back to me within a month with the results it's now 3 month nothing I have never been called or notified of findings. I went back to the store and I had to redo the whole thing again. This is frustrating cos I wanna close this account ASAP the reason I open it was for the TV and nothing else. Please help me, your response will be much appreciated.