How long can Vodacom go?

Vodacom allowed someone to open a new contract on my name, despite me telling them that I did not initiate that. After 2 weeks of arguing their ***** division confirmed it was *****, however, I still have not received the refund they agreed to. Upon last inquiry the ***** division told me I must sort it out myself. How?? They confirmed *****; they allowed the ***** to occur - now I must somehow convince another department that there was ***** to get my own money back? Leaving a message about this on HelloPeter lead to zero response.