No Interest / Urgency to ********** Claim

I've been more that a decade a Vodacom Customer, in the last couple months I had 2 ********** incidents on my account, the latest one almost 5k was deducted from my account. I've made peace that this is SA and these things happen, however Vodacom have not once called me and gave me a full process on what needs to happen and when. I everyday phone and ask for updates. Also due to this 5k that was deducted, i had to make plans to cover my expenses and Vodacom dont even worry about that aspect which is telling me they dont care about me or what needs to happen to me. Ironically, I read through the company Value, they talk about Speed Reponse and Simplicity. In essence everything Vodacom stand for is a a smoke screen they happy to take your money but paying back seems isn't a priority also twice my account have been bridged in a short period. So what safety guarantee to I have going forward.