48 Hours wait for nothing

4/01/16 I received a sms from Vodacom saying there is high usage on my phone (I was away until the 25/12/15) why send sms when Im back? Amount was R6636.37 apparently for data usage..I called and put in a dispute claim Ref s3Gjd2k-kz41R, and made an arrangement with Zanele in the accs to pay it over 3 months on the 7/1/16 vodacom took a total of R9577.22 out of my acc - total amount of bill instead of splitting it over 3 months, I have spoken to numerous people, Aphelele ref no *** told me she can see the dispute claim and the arrangement but nothing has been done about it. Got an sms to say it is in a q for processing. Called again on 12/1/16 at 13.20, was told by a very rude Matthew in accs, that someone will call me in 48 hours, every time I asked a question his response was Someone will call you - he was of no help. So 14/1/16 13.20 the said 48 hours have come and gone and still no one has called me. If one makes an arrangement with Vodacom how can they take the whole amount out of your account....That surely is theft? My first call was on the 5/1/16 till now is a very long 48 hours that Matthew insisted someone will call me.Vodacom have retracted on an agreement made.