No Surname Policy

I have been trying to resolve a billing query through the Vodacom call centre for for over 2 months. Each time I receive a new ref number but nothing gets done. Today I called in again and when I asked for a ref num, I was told that there is none and I can use the time of the call and name of the person. She gave me her name as Sharon and her team leaders name as Mamokete. Both of them refused to give me a surname, saying it is Vodacoms policy not to give surname. Surely this cannot be correct!! I am totally frustrated and will now be cancelling all my contracts with vodacom if this matter is not resolved within the next 24hours..........