Poor customer care

For the past few months Vodacom has been claiming two payments from my banking account. The stores have given me a number to call to assist with the query. One store (against policy even assisted to put through the call for which I am grateful, no success. They then gave me an email address to send the details to with screenshots/proof that two amounts went off my banking account. To date, I have not even received acknowledgement of receipt of the email. I am at a loss and dissapointed with their customer care, hopefully they will respond now