Bad service and *****

Our contracts were upgraded without any authorized signatory signing off the upgrades from Epson, VODACOM has no signature or anything to prove that we requested for the upgrades. We went to VODACOM 4u in Fourways mall to enquire as the upgrades were done there and we work with them for our account and we were told that we needed to open a case blah blah blah and they have processes to follow. We sent an email to the ***** department and they acknowledged our email on the 27th of February 2019 advising that the waiting period is 7-14 working days. I have been following up with them with no reply from anyone in the ***** department, what is worse is that there is no contact number for the department. We are paying for phones we do not have, what must we do to have this resolved??