No and poor response on attempting to report *****

A ********** upgrade was done on my data account - upgrading from a data to an airtime account, and also getting a new iPhone 6 on installment on my account. I e-mailed Vodacom several times, no response, logged on their website, no response, phoned in the end, had to hold on 15 minutes before my call was taken, then got transferred to another department, only to be told I have to go to a police station to report it, and then have to FAX the affidavit and my id, and I am not even in the country. Vodacom is very poorly geared for dealing with *****, and let me as the customer have to do all the work, while they have slipped up with poor internal controls on their side.