Woolworths - zero customer care - ***** case unresolved

A big fat zero if there was one. Disgusting service from agents at the disputes and ***** department. Zero customer care. Neither is it any help to complain via email to the address provided on the website because you do not get a response. After receiving my Woolworths statement more than a month ago stating that we owed Woolworths money for purchases we did not make (made by someone on 13/08/2020 at Mall of the South) we called the Woolworths Customer Care number to clarify this and the agent said that we would have to go in store to report it and fill out a form. I do not understand why this could not be done on the phone or online. On 22 August we went to the Woolworths store in Boardwalk Mall in Richards Bay to report the incident. We filled in the form and provided all relevant details and was informed that it would take three weeks to resolve and that someone would contact me in the meantime. We were also told that we did not have to do anything else. To date, we have not received any call back saying that the issue has been resolved. Numerous phone calls (long phone calls) to the disputes department have been made. On each of these calls we are told that a team leader will contact us on the same day. To date, no team leader has called. In addition, we were also informed by two agents that there was no form (that we did complete) on the system only to find out that there was in a separate call. How do you look after customers and ensure that all is in order? Only one agent got back to us after numerous calls and he said that he would call back two days later as the person required was not available and we are still waiting for this call. As a customer the service or non-service provided thus far has been atrocious especially considering that our Woolworths statement now has a balance owed that we did not purchase for. What kind of customer care do you have if you cannot pick up the phone and provide feedback? Please go through the phone calls and provide a resolution asap. We cannot wait any longer for this to be resolved.