Complaint on 1/12/2015

On 1/12/2015 i had a complaint regarding a additional line that was activated on my profile at Vodacom during Aug 2015. On the 8th of January2016 the additional line had disappeared from my profile. I have phone Vodacom customer service but nobody seems to have an explanation. I send some emails to Vodacom trying to get answers but did not get any reply. I want to know what the status is on my complaint and what had happen with the money that i paid to the additional line. I have'nt had the use of the line but i still had to pay for it. If i did not pay it, all my lines would have been cut. If the matter was deald with,who is to blame for it,and why did'nt anybody from Vodacom respond to my emails. I want to know when can i expect feedback from Vodacom regarding this matter.