Non existent customer service

Last week I wrote a review and on this platform I was informed by Vodacom that they will contact me, but to date I received no communication regarding my query. Vodacom's customer service are non existent. They are a big company and think that one customer would not make difference to their bottom line. I took out a new contract and they just upgraded an existing contract to a data contract and this does not work for me. I had this number for 15 years and now all of a sudden I cannot make or receive calls due to a call centre agent that did not do as instructed. Now Vodacom wanted me to pay R6000 for them to rectify their mistake. Vodacom I need a refence number for my query as I'm taking this to the Ombudsman,