Procedural Bad Service?

<p>On the 28th December i received a call from Vodacom call centre agent advising that they have someone on the phone requesting a sim swop on one of my numbers. I advised that it was not a valid request from me. The agent said he would decline the sim swop. Within minutes of that call i get an SMS advising that a sim swop was done. I called back and was told that the sim swop was processed to my amazement even after i said it was not me who authorised the sim swop. To top it all Vodacom debited my account for R6073.00 that same day. This card was laying in a draw in my locked apartment and i was on holiday in durban. I advised the agent who put me to another agent in solutions department who took my complaint and gave me an incident number. He then put me to accounts so i can relay the story. Accounts advised that i should reverse the debit but they will charge me R100 for the reversed debit if it is found that the usage was indeed mine. I reversed the debit and since been harrassed for payment. i called vodacom accounts twice to ask about the investigation as i was being constantly called to pay the ********** amount. I was told it is being investigated still. Today Vodacom will take a debit order of R6500.00 off my account. I called to ask how far the investigation is as i am paying again and will have to pay another R100 service fee. I again was told that there is no update and after insisting was put to a solutions department guy by the name of Dexter who gave me the same information. i asked dont they have a turnaround time to resolve queries and he said 14 days. I advised that we are now 30 days past so what measure is there. He said that all he can do is send an email asking how far. I also asked who will pay to replace my sim card since the sim swop was done without my consent and he said the process is that i must pay. So i must pay for vodacom incompentence. I tried to phone Shameel office to complain but the switchboard lady would not put me through. In fact she told me that the procedure is for me to go to the police and get a case number and then to call the ***** department. After a month i must go to the police when Vodacom informed me of the *****. And why was i not told of the case number then and in the past 30days? Really Vodacom</p>