Irritated by Vodacom Customer Service

A year ago I saw money is going off my account for mobile data charges. I gone into Vodacom and request assistance. They sent me to the police station to complete a form. Few months later I didnt hear nothing from them, so I gone to the store again and request for any feedback, just to find out there is no record of my initial complaint. I was sent back to the police station and completed another affidavit. A month or so later I am getting a reference number stating they are investigating my request. Two months after that I receive a message from lawyers to say i am giving over to them for an outstanding amount of over R30k. I was shocked, I couldnt understand what was going on. How could Vodacom do that without informing me of the outcome of their investigation???