***** dispute with vodacom

I did a online upgrade on my Sim, I received the phone with the watch and another sim in the box, I thought it was the Sim for the phone to do a sim swab but did not bother to use it because on the package say I have to Rica the sim, as there was no need for the sim because my one is still in use, just to find out when my debit order went off end of September they deducted an amount that was not my installment, when I did an enquiry they told me I have another sim that is active which I was not aware of, I'm so disgusted because I'm with vodacom for more than 11 years and never had such problems, and now they can't even solve the problem after I have send in dispute form for ***** and after it was confirm the documents was received suddenly their is no attachments after more then 2wks and not one single respond from them to say it wasn't received no communication whatsoever, and the fact that I have to phone everytime to find out what's happening