Contract cancelled, leads to *****elant sim swap

I have requested that my 3 G Data contract must be cancelled on 08/02/2015, I send a mail, and received a mail back with a reference number. <br> On the 12/03 I went to Vodacom, to verify if this account was cancelled, it was not, and again I app**** for the contract to be cancelled.<br> I check my account on Monday online, just to find a bill of R 7 300!!! I called 082 111, answering several security questions and begging for help, I was informed that there was a sim swap done on the 11/02 via phone. I requested this line to be blocked and this matter to be investigated and went into the Vodashop, asking for help. I checked again today, this line is still very active, the bill is now R 14 366.42<br> This is not acceptable. <br> 1. Why was the contract not cancelled as requested?<br> 2. How can a sim swop be done via phone?<br> 3. Why is no one willing to assist me to lock this number and investigate this matter ASAP??????<br> 4. All activities on this contract is displayed on the Vodashop screen, WHY THE DELAY IN SORTING THIS OUT???? This is an matter of urgency.