Shocking Service from vodacom

My contract wsa fradulently upgraded once again(beats me how someone not working for vodacom can know that I am due an upgrade). I submitted all the documentation and the upgrade was reversed and I got a confirmation that the upgrade was reversed. For two months straight I have been paying for a device which I do not own. For over a month I have been waiting for feedback on when will the extra money be paid back to me. I have called time and time again to find out how far is the enquiry. and on each time I call I get "I have logged a service request and you get feed back in the next 24 hours" two weeks later I am still waiting.

I finaly found some energy to call yesterday and I was told that the request is stitting with the back office and there is no way of finding out how and when will it be resolved. I was basically told to go and **** myself. she was not interested in assisting me. I asked how come this is still with back office after a month. she told me she cant answer that and I just have to sit and hope for a response.