Atrocious Service and ********** Contract Complaints

I have one cell phone contract which was upgraded in November 2019, however when I received my Vodacom statement in December, it included a handset and Cell phone number which I did not recognize. I was told by the customer service call centre to e-mail the ***** department. I emailed them on 14 December 2018 to report this with the police affidavit and ID as required. Up till now I have not received any feedback. I have called the contact centre on numerous occasions to follow up but they keep telling me that I must wait for a reference from the ***** department. I have sent the e-mail 3 times to the same ***** Dispute e-mail address that I received from the call agents, however no response was received. I have now been charged an additional R1042,60 which shows an additional contract which I have not signed and for which I did not receive the handset. No one at the contact centre are able to assist me. There must be some other way of logging complaints as this is unacceptable. I have received my second statement which reflects the same. Can someone at Vodacom please do what is necessary as in breach of the consumer credit act and the code of conduct for any company.