RCS not providing settlement letters timeously

We have worked very hard to get our ( my husbands acxount) RCS accounts settled to be closed, however, a week after we have settled and requested that our account be CLOSED and a settlement letter be sent to us, someone somehow reported our RCS card as ****** and got a new card in another province and maxed out our card. The investigation has been ongoing ever since. It is now 2 weeks later since the incident was reported and more than a month later since we settled the account in full...beside that we have been informed that it will take RCS 36 days to provide us with a settlement letter whereby other creditors provided us with a letter the same day?? This is very bad and the reason why there is a possibility of someone else to buy on your account AFTER you have requested closure. The same goes for our Cape Union Mart and Massmart cards of RCS....36 DAYS!!!!!!!????? There is a reason we are urgently requesting these letter but I cannot understand why it would take someone 36 days to create a letter.