***** Case not being addressed

***** was committed with my Game card on Sunday 05/01/2020 and a purchase of more than R18k was made without my consent. On the 06th of Jan, I submitted all the relevant documents they needed to investigate this ***** case. Every time I phone to get an update, they cannot give me feedback as they say I need to wait for someone to contact me! Yet, the debt collection department phones me non stop! Is there so much ***** happening with RCS that they do not get time to work through all the cases??? In the meantime, my card is frozen and I cannot use it because of the lack of service. How long shodul I wait to get feedback???