itemised billing

I asked for a itemised bill from customer care pop@vodacom and documents@vodacom and all i get is email asking questions. Still no bill. I get service log numbers Dear Customer, Your service request no. S3-8GX3K-KBP2M and 3 other and they keep on asking to fax but I Emailed it and sms says fax. Its a 086 number which is linked to email so why is the email not suffient????