Being billed for a product I didn't request for

I have been trying to fix a billing issue with Vodacom for almost a month now. Upgrades were made to my contract without my consent. I received a query number and my query was allocated to one Lesley Dean on the 12th of March. I was supposed to get feedback Thursday last week but even today no feedback. I'm stuck with an invoice where I was billed for a product that I did not request nor did I use. How is this this treating your customers fairly?