Dispute on newly opened account

I reported a ***** case on the 8 Feb 2019 using Vodacom toll free number immediately after I received a statement with an exorbitant amount of R1, 041 addressed to me on account number I482767. I spoke to the person by the name of Thembinkosi Motswadi, whom assisted by furnishing information on when was the account open and where.He even went further to explain to me on how to escalate the matter of which I did but to no avail. I have sent an e-mail to ********** with a hope that I will be assisted, but even now I am still awaiting for the response. I was told that I should have a reference number and wait for 14 days for the response. I did that, but the reference number was not generated. I sent an e-mail for second time after receiving a reference number, but still I was told to attach the same documents I have attached prior the third, I did that, still nothing happened. The shilly-shally games worked for Vodacom because it managed to deduct the money. I was told again to send the documents which I have sent more than four times, really this made me loose trust in Vodacom, because they have managed to deduct the amount for a handset which I did not even laid a hand on it. They further stopped/closed the sim which I am currently paying for. I called several times trying to report this mistake, again, option which are on automated machine does not fit or cater my concern.

It is a case of account which was **********ly opened as an upgrade at Carnival mall and now is the sim which is been closed with this number ********** which I am paying for. I did upgrading at Mall of the North in December took an Iphone which I still have, I was requested to come and sign. I have got a proof of payment/slip which indicates the name of the Sales assistant. Why is it difficult for vodacom to bring perpetrators to the book, using IMEI no, sales assistant, and any other mechanism which will help me to bring this case to the end. They keep on postponing for 14 days to cover the tracks.

I have lost hope in Vodacom.