********** upgrade

On the 13 May 2020 I was alerted to the fact that a ********** upgrade was done on my Vodacom contract at the Clearwater Branch on the 12 May 2020. I immediately went to the branch and spoke to a gentleman by the name of Lucky that confirmed that he had attended to the upgrade and that I was indeed not the person that had come into the branch the day before. I immediately obtained the necessary documents as requested by the branch (affidavit, sample signature, drivers licence and case number obtained from honeydew police station) This was submitted to the Clearwater branch on the 14 May 2020 where they confirmed that they had logged a service request for the matter to be resolved, even though I asked them for the reference number they refused to provide this and advised that I would be contacted by head office. To date I have not received confirmation that this matter has been resolved instead I have had two amounts debited from my account on the 8th June 2020 R273.00 with the reference VODACOM *** I*** and again on the 22 June 2020 or R1,212.80 ref VODACOM *** I***. To date I have had no success with having the funds reimbursed. I have sent emails and made phone calls with no commitment from Vodacom to finalise the matter and provide both feedback and a refund. This despite the fact that the signature and picture on the licence provided looked nothing like my original documents submitted to Vodacom, where are the checks? Had Vodacom compared the documentation they had on file along with my signature this ***** would not have been successful. Your own staff member admitted to the fact that a different person had come into the branch not me, why is this taking so long to resolve? It is a month and a half since providing all that Vodacom requested of me. I need my money back immediately.