Bad service Vodacom

i overpaid my account on the 29th June, i immediately contacted Vodacom i was told i had to send through POP i emailing it 7 times whilst they on the line and confirmed receiving POP & bank statements which i followed up 5 days later on the 11th, they then sent me a serv request no, saying 7 - 14 working days, it is now 14 working days now they say its been rejected but cannot tell me why, i get a different story from each consultant, this after 30 years being a customer, in the interim i have not been able to pay my rent, when i asked to speak to a supervisor i could hear her insulting me, they are *****ing my money, i know i made a mistake but where is the humanity, they don't have any compassion and every no you phone is incorrect, the service is appalling !!!!!!!