***** on Vodacom account - Vodacom not helping

I noticed on 2 December that I had an extremely large bill from Vodacom (over R5000) and after investigation found that 2 phone numbers had been added to my account without my knowledge, and were being used to make calls to Africa. After digging some more I found that my previous month's large bill (over R3000) was also as a result of this *****. I alerted Vodacom to the fact that there was a problem and was told to send a copy of my ID with 3 signatures, and an affidavit from the Police, which I did. At the time I was told by Vodacom resolution would be within 7 working days and they could confirm the numbers were added by Game in Menlyn, and that it was an in-house issue from Game's side, but that the money would be refunded after investigation. I sent the documents through on the 4th but received no reference number or confirmation of receipt. Several phone calls later and a promise that it would be resolved in 6 working days I finally got a number for Vodacom Forensics, and to this day they have not answered a single call. I then started calling Vodacom accounts, and was told it could take up to 3 months for the money to be paid back and that the person working on my case would phone me within 24 hours. This never happened. On the 15th I resent the mail with the attachments to the ***** Disputes email address, still with no response. This morning, 27th December, when I called Vodacom accounts again I was told that there are no attachments on my account, which means Vodacom hasn't even started the investigation. They claim not to have received the copy of my ID and the affidavit. I double checked and it was indeed sent through twice to the correct address. I was then told to rather send it through the nearest Vodacom shop because they would respond to that mail. So, in other words, does this mean the only way to get a response from Vodacom is if someone else in Vodacom contacts them?? Why was I not told to do this from the beginning? So now almost a month later I still have no idea what is going to happen, I have no reference number, there is nothing being done to investigate the *****, and I still get a different response every single time I call. Furthermore I was told that at the end of this month I will yet again have to pay for the calls which had been made up until the first week of December, which was over R1000.