They don't respond to my emails

I'm so mad. I'm a victim of ***** and I contacted telkom after they debuted R10 000 from my account to tell them I have no account with telkom which was the 25 February 2016. They first said I do not have a contract with them but still they debited again R281 on the 26 February 2016 and I called them again and said they will investigate. I went to their branch and they still told me I have no account with them. So I called them again cause I needed a confirmation letter than they made a mistake that a when they told me I have an account which was on 3rd march 2016. I sent the documents they requested and they gave me a case number which is: ***4. They don't communicate with me in what's happening with the investigation when I send emails they just ignore them. When I ask where was the contract taken and when the call centre agent hangs up. I need them to communicate with me so I know the status of the ***** investigation. I'm fed up with them ignoring me. I need answers from them and soon.