Worst Customer Service EVER!!

I had to block my card due to a ********** transaction on the 17 August 2019, I was told to forward required documents. I sent through the documents on the 28 August. I have to date not heard anything. I called the call center on the 5th October and was put on hold for 16min and eventual i cut the call. I went into Game Stores and the credit department managed to get hold of someone within 2min. The lady i spoke to told me its in the waiting for sign off but there is back log and they cant tell me when and there is no one to contact. I have tried to get through to the call center and no one answers!!!