No assistance with ***** case

I have been a loyal Vodacom customer for years but now Vodacom is giving me sleepless nights over an upgrade that was **********ly done on my name. 11 November 2017 i registered a ***** case with Vodacom and sent through all the necessary documents. On 6 February i found out that the case had not even been handed over to an investigator. They only assigned the case to an investigator after i called them on that day to check how far where they with their investigation. So basically for November, December and January no one was interested in assisting me. Till to this day, no one has called to give me a progress report on the case. Instead i am supposed to pay for an upgrade i know nothing about and since it affects my ICT record, i am forced to pay in all i can. I am deeply hurt and disappointed.