***** on my account but Vodacom refuses to help me

***** reference number EC-1RFL-2CII5H Account number I***

9 Sept 2019 - Raised ***** query with Vodacom on my line, there was an invoice charged to my account in August 2019 of R 3438.73 for a handset that I did not authorize or receive at all. Invoice number DNX ***, The Vodacom call centre has no idea what this invoice was for as the description only says "Handset" and they are unable to give me feedback on this transaction. 12 Sept 2019 - Received list of documents that I must supply Vodacom with to look at my query 25 Sept 2019 - Sent all requested documents to Vodacom to resolve my query 26 Sept 2019 - Confirmation received from vodacom that they received my documents 15 Oct 2019 - Vodacom says there is no ***** on my account even though I pointed out the ********** invoice that was charged to my account 15 Oct 2019 - I reply to Vodacom that I pointed out the ********** invoice to them in my complaint 16 Oct 2019 - I follow up with the consultant, no feedback 21 Oct 2019 - I follow up again with the consultant, no feedback 25 Oct 2019 - Complain on Vodacom's Twitter account, no feedback again from Vodacom 28 Oct 2019 - Follow up again on Twitter 28 Oct 2019 - Another consultant lets me know that they have escalated the matter internally 12 November 2019 - Get a mail from the original consultant Simphiwo that he can't help me anymore 13 November 2019 - Receive a mail from Simphiwo that he has forwarded the matter to another department

To date I have not received any feedback since my query was lodged and Vodacom has no interest in helping me resolve this matter, I have never missed a debit order with them and has been a client for almost 20 years.