Poor customer service

I logged a call regarding the ********** contract that has been taken out using my name according to Vodacom customer care on the 14th of March 2023. I was given the ***** line number *** which I can use it and the ***** team doesn’t answer. I have been calling them the whole day with no luck. It seems like Vodacom does’t care in situations like this. Can a person that is dealing with my matter if it has been assigned already called me urgently call me. I need guidance from Vodacom on the next steps that I need to take to protect myself. I would also need additional information from Vodacom in order to go to the police station and open a case if applicable. Things like the phone number and the documents that Vodacom used. I also need confirmation if this was an inside job from Vodacom’s staff or not. I was initially told on the 14th that the ***** team will contact me on the 15th of March and this has not yet happened. Vodacom has made a mess and needs to fix it. Why should i be impacted on your poor controls.