No response to incorrect billing

I was charged for data roaming even though my phone had roaming set to off. Vodacom now refuses to engage about this via email unless I send personal information (ID number, address, etc.) to them via email. I also tried their callback service (gave up on speaking to someone after waiting for an hour in the queue - these days they always seem to have "unusually high" caller levels). Still waiting for that callback. It's a good thing I'm not holding my breath. I'd be dead by now....