Poor service

In December I used a substantial amount of my vodabucks to purchase an item that was never delivered. When I queried the matter on two occasions was told that nothing could be done as I could not produce an sms sent to me. Note that I had changed phones and could not retrieve the sms. Vodacom closed the matter twice indicating that there was nothing that could be done without the sms? Where is their record of information stored? Easy way for customers to loose points. I also realised that I lost a substantial amount of points when Vodacom changed their point system. No indication was given to me of the expiry date. To add to this dilemma, when I called to query the matter I was duped by the consultant who added a new contract to my profile under the pretence that she was downgrading my contract that was up for review. I requested the voice recordings and have yet to have final resolve.