Contract given without my consent

As a result of pure negligence on behalf of someone at Vodacom, I am paying for a cell phone that I have never even had in my possession. My ex girlfriend accessed my personal details and ordered a new phone for herself, without my knowledge or my permission to do so. My question is how it is possible to simply call in and order a new phone with no signature required from the contract holder? I have been promised by the ***** department that they would locate the recording and deal with the matter; however, after numerous phone calls, opening a case at the police (as was advised by Vodacom) and supplying all the requested documentation, I still have received NO feedback or compensation, just a reference number with no follow up. Clearly the matter is not of great importance. Should Vodacom not be making the greater effort to resolve the matter, seeing that ***** has been committed as a result of someone in their company not following standard protocol? I will be changing service providers if this is where my loyalty to Vodacom has gotten me.