so disappointed in your company

Dear Vodacom<br> <br> since 2005 I have been a loyal customer to you, with bills reaching over 4/5k per month in the last couple of years. never missed one payment and yet you treated me like **** in the last 5 months. my new phone broke, and you instead of trying to fix it, you wanted me to buy a new phone of 12k, which I had no problem with, but because it took you 2 months to come back to me with this answer, I decided to port to another network during this time. By doing this, I then waited an additional 2 months for you to tell me what my total was to port, and in this time you debited money out of my account. Eventually I managed to get a total which I needed to settle, after calling, emailing, using contacts in Vodacom, and thus got a new settlement from you, which I closed a day later, send you the proof of payment. which was 2 months ago, yet you managed to debit my account at the end of January again for R1300, and now that I have sent 4 emails to your retentions, and customer service, asking what that is for, I am ignored. This is my money and I have a right to know why you took it out? I have not had one call from you, OR AN EMAIL stating you are working on this? what is this?