2nd Top up billed to my account without consent

Vodacom management as well as the Call Centre agents can just do New business and upgrades. The just cannot sort a problem. The bucket is passed to the loyalty program and back. No one can see the true paper trial. Pathetic. I have a query for more than a year regarding a Wifi Router upgrade that I did not give consent to. I was also billed for a new router, but to this day have not received it. I have asked numerous times for the actual call recording. As previously said, no paper trial, no answers. I am left in the dark like a mushroom. Now again, after 3 x calls from agents the last 1 month or so, regarding a router data upgrade, I spesifically said No. I will do the deal after the query for the previous year is sorted. So please get a Manager to phone me back. No one takes the ownership, not agents and not their immediate managers. Pathetic. Now again there is a topup tp my account that I did not ask for on nr ***. Vodacom, please mail me on *** with your contact nr, so that I can at least try to make a paper trial to help you, to help me. My cell nr is ***. Please do not phone me, I will do that for you. Just send me a contact name plus a contact nr.