Cellphone *****

I have been back and forth with Vodacom regarding ********** cellphone contracts that were taken out in my name. My bank account was debited on the 1 June 2022 without my authorization or knowledge. We contacted Vodacom to open up a case of *****. We further were able to get information from a Vodacom Chatz store, that 2 Samsung A32 cellphones were delivered to a residential complex in Century City, Socrates Way. Firstly, the fact that this was even possible is deeply concerning, as Vodacom has no security measures in place for such and that no proof of identification is needed if contracts can be taken out online and delivered. My husband was in frequent communication with Fezile who asked us to send the affidavit from the police and a certified copy of my ID. She then assured him that the matter would be investigated by Vodacom and that my profile on their system has been blocked. Since then, we have had no communication or feedback from Vodacom. On the 1 July another debit amount came off my account from Vodacom. I called and then spoke to Ashley for over an hour on the phone. It was Ashley's first time dealing with a ***** case. She had to put me on hold constantly to double check processes and procedures with her manager on how to assist me, which further caused frustration and unnecessary time. She further confirmed that the profile had not been blocked and the case had not been formally logged, initially, by Fezile. Ashley then confirmed that the email address on their system did not match my current email address, but that she was not able to disclose what the incorrect email was. I sent another email with the requested documents to Ashley and stated that Vodacom should note I have closed the bank account that this ********** activity has happened and that it should go on record that I will not be held liable for any outstanding contracts. Ashley had assured me after that call that she would contact me on Tuesday 5 July with feedback to get this case resolved. This is still to be done as I have not heard anything from Vodacom. I sent another email to Vodacom on 6 July asking Ashley why I haven't heard anything and why am I the one who has to run after them?! It is shocking that even at this stage and after so much stress and frustration and going around in circles because of incompetency, not even a manager can get in touch and professionally handle and resolve this matter!! Why are calls monitored if they can't be used as reference?? Why are consultants who are ***********ly trained in the front line when dealing with clients regarding such matters?? Is Vodacom aware of what the POPI act is??? This is ridiculous!!!