Lack of Service

I received my October invoice only to find that i was charged +-R1660 for domestic SMS's. I called the customer care department on 25 November 2015 and explained that its not possible for me to send over 2000 sms's in a month and i was told a service request (S3-9MX2C-CGABU) would be logged to investigate this and then would receive feedback within 24 hours. i was sent and sms later that day to email a signed letter and a copy of my ID, which i did twice. A week later i still did not get a response so i called back on 2 December 2015 to get feedback. I was then told the service request was only done for me to get itemized billing instead of my dispute.The consultant apologized and then advised that she can see the letter i had sent and had placed a note on this service request so that the correct investigation can be conducted and i will get feedback in 24 hours. Again still no feedback and i called in on 04 December 2015 to get feedback and this time i was told that they are still waiting for the letter to be emailed with a copy of my ID. I have been with Vodacom for than 8 years and this is the service i receive for being a loyal customer.