***** on account

Someone managed to add an extra number onto my Vodacom account. I am currently not even living in the country, so certainly wouldn't have added another line on myself. I have sent in all the required information to customer care and the ***** department. I have put notices on facebook, emailed the social media team repeatedly and all anyone can say is that someone will get back to me. It has now been nearly 4 months. My piddly little account of R150 a month is now well over R5000 and as I refuse to pay this, my account is now been put on to PAYG, which is technically fine with me, but I know can't receive texts for my banking as PAYG doesn't work overseas. Does Vodacom have so many ***** cases that their supposed ***** team can't get to all of them in a reasonable time? Or is Vodacom just stalling the process so that their customer's continue to pay for their mistakes....