Poor service delivery

Disappointed with the service that I am receiving from Vodacom... clearly i am not valued as a customer...I have exhausted all avenues to complain and till today no one is getting back to me....I have no option now but to take it further to Ombudsman....I cannot pay for something that was ********** taken on my name's. 14 days that I was told it's going to take to investigate has long expired....is this fair?????