********** Account with no resolution

I have a problem with Truworths department regarding a ********** account that was opened in my name. I discovered this while attending block in Port Elizabeth. Apparently this account was opened towards November in 2018 offwhich I happened to be writing exams that time in Port Elizabeth. Been trying to contact ***** department for a resolution and was told since last year September they busy with investigation till to date. This has affected my credit record as I can’t be granted anything. Please help. My name is Thandokazi