Irrelevant investigation, not enough done....

I am at a point that i feel myself and my husband have been treated badly through Vodacom, due to Vodacom's incompetence and lack of investigation, we have lost R13000, and i feel that Vodacom is liable for this loss, my questions are, how does one approve of a sim swop after i have said I'm not requesting one to be done on my number, i was told by the call centre agent that called me from *** that she would flag my number so that no one was able to do a sim swop, and yet it was *******ly done anyway after I said no, investigation outcome was that Vodacom could not fine any fault on there side and sim swop was done legally HOW!!!!!! as I was using the number for years. how did they not pick it up. the funny part is that only the ********** call log was pulled and not my call log which the number is mentioned above IS in fact a Vodacom call centre number, next question: if the sim swop was legally done by the ********* how is it then possible for me to have Blocked the number myself if it was in use by the *********. please could some one contact me regarding this matter ASAP!!!!, I have taken this matter to ICASA aswell. AND I WILL BE LAYING A CHARGE OF ***** AGAINST VODACOM ASWELL!!!!!