R475 airtime ****** by Vodacom

I lodged a complaint yesterday when my airtime mysteriously disappeared on two occasions.I loaded R200 which disappeared & I logged a complaint then I loaded another R275 which again mysteriously disappeared.When I logged a 2nd complaint I was promised an investigation & was instructed not to load any time till I receive a call from IT.24hrs later I still haven't received a call from IT & as a prepaid user I'm stuck with a phone that I can't use..I've got a 1month old baby at home & if anything were to happen to me or my baby I wouldn't be able to call for help as I've been instructed not to load airtime till I hear from Vodacom.I can't send SMSs or Whatsapp messages either.i was given a reference no of A1-XAFS-T4Q171