Still waiting for a call extract for an upgrade i apparently done

There is an unauthorised upgrade done on my data contract with Vodacom, the upgrade was done on the 5th July.

On the 17th of July, I called the upgrade department, and the lady who assisted me confirmed that indeed the upgrade was done by an individual within their department.

She stressed the point that all calls are recorded, then I requested for the actual recording of the call which was made to me. She asked me for an alternative number, saying that she will call me back, as she need to extract the actual call 1st.

She called me back on my 083 number on the 17th July, and said that she will reverse all unauthorized cost related to the upgrade. I then again asked her to please send me the actual recording of the call I presumably authorized the upgrade, and also requested infor as to what corrective measures are going to be taken against the person/agent who claimed that I authorized the upgrade.

The, 19th , I called to follow up on the retrieval of call, and to my surprised I am told that the charges cant be reversed, and I needed to send an email to your department before any of these could be done.

I sent through an email, but still haven't received the actual call that was made for the upgrade.

My question is then, if vodacom claims that I AUTHORISED THE UPGRADE, WHY IS THE ONUS ON ME TO RUN AROUND TO DO AFFIDAVITS AND PROVIDE 3 SIGNATURES, IF THE UPGRADE WAS DONE VIA A RECORDED LINE. WHY CAN'T THE ONUS BE ON VODACOM TO PROVIDE ME WITH PROOF THAT I AUTHORISED THE UPGRADE,

it irks me, to have to run around, using my own time and money; because your own internal processed aren't designed to favour the customer requests. If a contract has been offered through a recorded line, why do still need to validate my ID and signature as you could easily go to the call and verify what was said.