Incompetency

So I took home internet with Vodacom, and now my line is suspended because they say I owe them and I have been paying every month. Apparently, there is another number that they have added another line (phones) to my account without my knowledge, maybe are they friends or family cause that is how they work these days. I was advised to report it to the ***** department, which I did but they went ahead with suspended my account. I pay every month for the service which they are now denying me. Can't they just open my line while busy with their investigation and blocked the phone the person appears to stay in KZN and I reside in Limpopo. Now I and my family have to suffer for their incompetency.