***** on my contract

I made contact with Vodacom on Monday questioning amounts on my statement. I was advised that it was for a handset that I upgraded whihc was not the case. Someone has managed to do an upgrade using ********** documents whihc I have proof of. I was given a ref number which was closed wihtout anyone making contact with me. When calling again, I was told that they will log a call again.<br> What is so difficult? I need to have the documents of where this was upgraded with signatures etc.