Just ignoring my queries

I have had a contract with Vodacom for the last 15 years, and lately a data contract in addition to my cellular contract. Never missed a payment, upgraded every two years. I app**** for a contract which included an iPad and data, and this was approved without hassles on the same day. Due to the long wait for the iPad, I cancelled the application, bought an iPad and then app**** for a R200/month data contract - which was refused without me submitting three months' banking statements. When I enquired about the logic, I was told that there was a ***** query. Obviously, in the light of identity theft, this made me worry. <br> I sent an email to the customer care centre [Email Removed] on 29/9/2015, received an automated reply, and then....nothing. Resent an email detailing my concern about the so-called ***** on 5/10/2015. Still no response. The local outlet had no idea why I had to undergo a credit check and gave me a number to call to get my query answered (***), but this was disastrous. The FIVE people I was put through to had no idea what was going on, and the last one asked me why I even phone this specific number.<br> How can I get some answers about this?