***** committed on my data account & negligence

I received an email from vodacom asking me to approve an upgrade request which I knew nothing about, I immediately got out of my meeting to call call centre to inform them that it was ********** and that I had nothing to do with this request. To my dismay, they allowed the transaction to continue anyway. They billed me for this and thats how I knew nothing had been done about this. I called them and sent the required documentation on 19 February 2016. Up to now this has not been dealt with nor have I received any call to confirm receipt and that they are working on this despite my numerous follow up calls. More than a month later, I speak to call centre and the lady tells me they are awaiting the documents!! This is appalling and just extremely POOR service from an established company. All I get is threats on this upgrade bill which I refuse to pay as it is not my responsibility, I only pay for what I am liable for. In all the calls I put through I rated them dismal and you would think they would bother to call me but their bad attitude and disrespect for customers is obvious. Vodacom has been a great disappointment and their ***** department is even worse which is deeply worrying!