Delay in response

I have a 3G account with Vodacom which i took in 2013, by 2015 it was due for an upgrade and i didn't upgrade. The amount went up from R100 to R109 and i am getting 2GB data for that. On the 29th Feb 2016 i noticed Vodacom debited R449 on my bank account and i called them i was promised to be sent an sms and that my complaint has been lodged and will be contacted within 24 - 48 hours. None of those happened. I then went to Centurion mall were i was told i need to submit an affidavit and my id copy. I did exactly that and they sent my documents to legal department that Monday of the 29th. I was told about the call. On Friday i went back to Centurion mall as i didn't receive any call from Legal department. They told me they didn't receive anything from legal team and gave me number to contact them. When i call the legal team today 07/03/16 they are telling me to fax the documents. i kept stressing the documents were sent by email from vodacom centurion. The lady i spoke to Thuli couldn't confirm anything and she told me to wait for legal team to call me. My worry is i will wait until when while my money disappears for a phone that i didn't take. Please resolve this misery. <br>