Refuses to resolve any complaint

I was with MTN for 11 years. After changing jobs in May this year I swithced to Vodacom. Its been an endless experience of poor service, bad quality and money of mine that's gone missing. Today I purchased a service from them I that was advertised last night on television. They deducted my money and did not supply. When I phoned now the lady said it does not show on her side but Vodacom text me thanking me for buying. She then put me on hold and never resumed my call. It's my money that they ***** everytime. My Legal Wise representation has advised me that I can claim back every sent Vodacom has taken from me the past months