***** - has it become a norm these days?

What is going on these days? Its just ***** and more ***** every where! Vodacom, what the hell is going on? 1st I pick up three 3 days going that I have upgrade transactions on my Vodacom account that I never authorised cause my upgrade is only due end July 2019. I never requested an upgrade. I never received a new handset nor did I sign off a delivery for it! I informed your ***** Dispute Department about it and supp**** them with a sworn affividat and a copy of my ID. Still no feedback from them! Today I get a call from a Vodacom agent from tel nr: ********** . Claiming that I am no due for an upgrade and which handset would I like. I told her that info is wrong - my upgrade is only due end July 2019. And the most irritating part of this ***** situations, you as the victim must run around to do this and that.