********** account done online

On 18 January 2019 I found out that an online upgrade on one of my vodacom accounts has been made **********ly. I reported it to vodacom ***** division and sent all the documentation they required. I was given the reference nr EC-1RTM-3DB2MO

I asked them who authorised the upgrade as the account upgraded is one i had cancelled in November 2018 and the last payment was made 28 December 2018, so how is it possible to upgrade a cancelled account. The ***** department has sent one automated reply to my initial e mail when i reported the ***** and not a word since. I have sent e mail enquiring about the progress of the case and have received no reply. I would love to know how they delivered the upgraded phone to a persson that was not me as I live in Mossel Basy and the upgrade was delivered to an adress in Sandton. How did that person provide proof of identity upon receiving the phone and why is this taking so long to sort out