********** deductions

After a ********** account was opened in our name, Vodacom has threatened to deduct R31 000 from our account. The account was opened in Knysna (where we have never been in 30 odd years) as we live in Joburg. A case has been opened and the police station and Vodacom numerous times promised to sort it it. It's been 3 months - no resolution. A debit order has gone of our account and we were promised that the money will be refunded. Up until now, the case has not been allocated to anyone and we have not seen a cent. Is this how Vodacom treat their loyal, legal customers? We have 5 contracts that we will be cancelling after this.