Logic failure shows incompetence

I am at my wits end. How can a company as large as Vodacom lie and be so ***********. How can I have 17 reference numbers for one case because no one understands or is willing to think. Why provide us with an app that doesn’t work. My account is paid up to date and yet I am fined because of too many people doing too little. Always being told I will get back to you or send another email or escalating again. This case is from 25 June 2021 and today is 15 July 2021. All I want is the penalty refunded! Emails are useless and yet the person you need to talk to is too high and mighty to be contactable. What has happened that us loyal customers have become so unimportant?