Appalling customer service

I am writing this email as my last resort to actually getting some efficient assistance from you guys. Getting some answers regarding unknown and unauthorized transactions off of my store account has been such a nightmare.

I have called your not so useful contact centre on numerous occasions but have been sent from pillar to post . All your agents advise on different things. This ranges from one being able to see the submitted disputed transactions form, to one not seeing it, and to one not even seeing that the issue was escalated for investigation. I have been promised numerous call backs by 4 agents already , but to this day, I still have not received a single call back or feedback.

Between the 7th and 8th of February 2020 I called in to stop a card as I had lost it . I then requested to get a replacement card, not knowing the process of course ( that which for a replacement card you need to go instore). I was told card was stopped and that I would get my card working 2 weeks. 2 weeks passed and I actually decided to go to the carlton centre branch to check what was causing the delay. They then explained the process. We called in to the contact centre and had to stop my card again and order a replacement. It seemed as though the card was never stopped , as when I was there I noticed about 3 transactions that went off after the card was "supposedly stopped". These transactions occurred in February and I have attached a screenshot of the statement with these amounts. A disputed transaction form together with a copy of my I.D was sent on the 25th of February where I was assisted by the store manage from carlton centre. I just dont recall her name. The email was sent to serth and he confirmed that he had recieved the email. Since then I have been trying to liaise with him but I keep getting empty promises.

I have paid off the amount I owe for transactions i made. I am not willing to pay off a debt I know nothing off. Quite frankly, this is the only thing that's just hindering me from closing the account. Once this is done I want it closed. For such a well known brand, I'm dissatisfied and disappointed by the service.

I am hoping someone will atleast acknowledge this email and assist me.

Regards

Thando Matle