Awaiting refund from Vodacom due to *****

Someone *****ulently at Vodacom upgraded my account to receive a S24 and smart watch by using a copy of my ID but replaced my photo, with their photo. The signature on the contract was also not mine. I reported it to SAPS and opened a case. Three months of debit orders were deducted from my account to the total of R4433,97. Vodacom investigated and confirmed it was ***** and refunded me R2622,10 in Feb 2024. When I queried when I'll receive the outstanding amount of R1811,87, I receive one liner emails to the following affect: "our records indicate that your account has been credited again on 16 Feb and the account is now up to date". When I stated I didn't received the refund, and my bank statement can show this, the response was "we have emailed you the updated statement re: the refund". I then supp**** my bank statement to indicate that I didn't receive the refund. I am still awaiting a response. This is really poor communication from Vodacom. I've asked them to contact me so that it can be sorted, but instead I receive one liner emails that do not answer my questions. ***** took place on my ID in Vodacom, so it it their responsibility to properly communicate with me and refund my money, but I'm still waiting. Very, very poor.