No resolution or feedback on ***** report on my account

On the 09th of Sep 2020, I received an SMS that there was a purchase on my account. I immediately alerted Truworths and they promptly blocked the account and requested me to submit required documentation. All documents were submitted on the 10/09/2020. Since that date, I have been following up without success, I keep being told Chantel is busy investigating. I have received no information about the investigation or any update. To top it all, they went to my credit report and updated that I was behind on my account, this is such a disappointing experience.