How long will it take?

During the weekend after chatting with a vodacom consultant about shady billing I found out that an upgrade was **********ly done on one of my mom's lines. She was then advised to send an affidavit and copy of id to the customer care email. I did this yesterday morning and also sent contact details but up to now no one has contacted her. To top things off her account was debited just yesterday with money for the upgrade she didn't sign up for. Please someone tell us the progress.