No feedback from RCS with regards to ******* activity on my game account

On the 27th of November there was an ******* activity that happened on my account and I duly reported the issue to the RCS group ***** department. They assured me that they were able to reverse the transaction and that I should now go to the nearest game retail store to request a new card. On the 30th of November I went to game carnival to make a new card and I was there for well over 3 hours to sort out the issue and the team at Carnival mall were helpful trying to get people from head office to help me. Eventually the new card was given to me and I was told that my account will be monitored and there is nothing to worry about and that my closing balance has been fixed. Indeed I made a purchase immediately after that and the balance was correct as per my expectation. To my horror recently I discovered that the ******* transaction that I reported to RCS on the 27th and which I was assured that the transaction was reversed eventually went through on the 30th of November. On the 7th of January 2019 I called RCS to report the matter and the consultant asked me to send a three month bank statement. certified ID copy and an affidavit from the police that my account was compromised. I sent the details on the same day and I have not received any communication from RCS to date with regards to the matter. I need to know what is the outcome and what is RCS is doing about this? I cannot have a bad credit profile because of this and I need communication from RCS.