*****ulent transaction

On 2nd July 2024, I received a notification that there was a Payment of R 4 397.85. on JULY 13 I visited VODACOM to find out why my account was debited only to discover that there was a Phone contract taken in my name. I was told to write a sworn affidavit to confirm that I don't have any agreement for the investigation to take place and I will get feedback within 14 working days, however there was no communication for the whole of July. On the 2nd of August 2024 my account was debited, and the amount was R 8347.00. on 3rd August I went back to Vodacom only to realized that my case was not taken as a priority. on 5th August I took a step to write an email to ***** and requested the Recording because it was an online agreement, and this was the respond: Feedback will be provided within 7-14 working days. why is my account debited while the investigation is taking place? who is liable for the reversal charges on my account? shouldn't I receive Debi check Mandate before my account is Debited.?