RCS ********** purchase

On 07/02/2019 I received a call from RCS but unfortunately I was unable to speak to them because we are not allowed to take calls during work hours, next day I called RCS to find out previous day call, I was surprised to be told that there were an online purchased for R23000.00 that was made on my account and they were calling me to get approval for that online purchase, I never spoke to RCS and give approval but the purchase went through but I don’t know how. It shows that security is not tight on our RCS account, on the 09/02/2019 I sent all the documents they required from me to disputes and I was told it will take 21 days for this case to be resolved, now I have to call every now and then and wait more 20 minutes for call to be answered and the only answer I get every time is as soon as agent become available to your case he or she will call you. I was forced to stop the debit order because now the installment was too high because of that ********** purchase but I’m continuing paying the normal installment I was paying before this *****, what irritate me most is every day I receive sms reminding me that I didn’t pay full installment and my interest are going up, RCS stop sending those sms and tell me how far with this case. RCS i need answers Who made that online purchase? who approve it after you didn't get hold of me? Why it was approved without my concern? RCS is this how you operate? promising your customers empty promises.