Still no feedback on ***** case, cant pay account online

How must I pay my account for Makro if I don't know what is going on? 1. I pay my account online using https://rcs.co.za/partner/makro/self-service. 2. this has not been available to be from the 10th of September as someone used my account for purchases without my knowledge and the actual card still in my posession. Received an SMS on the 11th of September that it would take 21 working days to let me know the outcome, its been a lot more than that and STILL no feedback on this, I still need to get a new account card as well. 3. Why would I pay the account if I don't have a clear indication of the outcome as I am most likely going to need to pay the interest on that amount spent that was not me, I pay my account online, Will not use easypay, once I have received the outcome of that ***** case I submitted in writing on email and my account enabled online to be able to pay I will be my NORMAL monthly payment needed so make a note of that. I received a call from RCS a few weeks back thinking its feedback on the ***** incident, but no, would I like to take a loan, I said no and asked if she could give me details on my makro account and she just laughed. I need to close this account as if this is the way you guys do business I do not want to be a part of it.