********** Activity reported

On 15 Nov 2017 I have realized that my debit order for Vodacom went off by more than double my normal payment. I phoned 111 immediately at 20:15 and they informed me to phone ********** . I have done that and the operator told me that I took out a new contract on 29 Sept 2017 which I didn't. Clearly it was ********** activity on my account. They have informed me to take an affidavit, stating that I didn't take out this contract and email this, as well as 3 identical signatures and a copy of my ID, to ********** They would contact me within 24 hours after submitting the documents. I have submitted this documents at 8:12 am on 16 Nov 2017 and received this ref number: EC-0C5S-1CIYA6. On Friday 17 Nov 2017 at 10:38 am I haven't heard anything from Vodacom and I phoned ********** again and spoke to Nondumiso who gave met a reference number 1- ********** ********** and promised me that she is sending a service request to block the new line and refund me the amount taken from my account for that line. Nothing happened and I phoned Vodacom again on 23 Nov 2017. The operator gave me the number of the ***** line ********** and there was no answer after multiple attempts. I phoned 111 and spoke to Angie at 11:35 the same day and she referred the matter to an admin supervisor who would have phoned me. Up until now no one contacted me. I have received a sms from ********** on 23 Nov 2017 at 13:30, telling me to reply "no" if my query weren't attended to. I did that and still no reply from Vodacom as on today 26 Nov 2017, 11 days after first reporting it. Initially they told me that my query would have been resolved within 6 days. All of the operators that I spoke to from 17 Nov 2017 up until now, saw that they case was logged, but no one did anything.