Truworths ********** Account

Good day. I have been contacted by a collection agency part of Truworths who advised i owe money on a credit account. I advised that ***** has been done on my name. I went to the cresta branch an submitted an affidavit with a copy of my ID. It has been 2 weeks now an i haven't recieved any feedback. I have been contacted twice by your collections agency asking me to pay the money advising my name is now listed on itc. I advised again that there is ***** on my name an seems like truworths accounts, ***** department an collections department do not communicate to one another or update the notes on the system. I called the contact centre only to find out ***** did not receieve my documents and that there fax line is no longer in use or its down. 2 weeks of me waiting , why was i not just given an email address in the first place. The stores do not know the fax line is not working. I even got given a successful fax confirmation at the branch