Bad service

A purchase was made on my Woolworth account and upon realising that I informed Woolworth that I didn't make that purchase. They then asked me to fill out forms to start the investigation and a few months passed with no response from them and I went back to the store and was made to fill out those forms the second time and to date I am still waiting for their response. I followed up with them via email and there was still no response. Woolworth prides it's self as a quality store but it seems that's only applicable when they want to get customers in to their stores, their work ethic is far from that. Also they will never attend to customer queries unless customers go on social media about that. It's now two years I'm waiting for Woolworth's response and for the refund of the money I paid that they were to refund after the investigation