RCS is a *****

My mom has an account with RCS,now on the 17th December 2018 she received a notification that a purchase was being made from her card, she then called RCS and was advised to make copies of her card that she has with her and also an affidavit that she had her card with her, on the 18th December she opened a case of ***** in store at Game Brits mall where after numerous phone calls to RCS she was advised that the matter is now under investigation and that this will take 21days.To date she is still not receiving statements from RCS since the incident. A consultant from RCS contacted her on the 11th February 2019 to confirm that her matter was still under investigation and claimed that documents were not sent, Again she went to Game Brits mall and documents were resent to RCS head office via fax. Now on every occasion were she buys with that card she needs to produce her Identity document. Her buying power is R9500 and no payment has ever been skipped, how is it that her balance is now up to R11 798.97??RCS has still not shown any interest in resolving this every month we have to call RCS to follow up on the matter but nobody can resolve this. This has put my mother under a lot of stress and has given us the impression that RCS is nothing but a ***** and useless when it comes to customer service.