Unacceptable handling of a ***** case

Vodacom seemed to not care at all regarding an identity theft/***** case and an unacceptable time passed with no action taken and when both myself (living in the UK) and my mother consistently following up and being thrown from one department to the next with no valid solution proposed or any adequate answer to what documents were provided when the contract/s were opened as well as not only one phone but two provided under my name. No response over more than 2 weeks from the initial submission of ***** inquiry. Given that I have never ever had a Vodacom contract, they then said it was an add on to an existing contract and that it was done telephonically which is absolute nonsense. When stating for the umpteenth time that I had never had a Vodacom contract and wanting to see the RICA documentation that was used they could not do so - giving me the only conclusion that none was done. Further my bank account was requested debits from for these phones and contract which was another concern as if they had properly done the RICA process it would have not qualified as my understanding is three months bank statements would be required and it would have been clear that I had not had income paid into the account in a couple months and had insufficient funds in the first place (fortunately in this case because I had moved to UK for a period of time and infrequently checked this account and would have had close to R10k debited from my account over a couple months). Not sure how my account details or statements were obtained in the first instance (as Capitec require finger print and bank card when obtaining statements from in the branch and online requires password and unique token ID which were in my possession) but this may be a separate matter. The lack of care in a ***** situation from Vodacom is beyond explanation and is an absolute disgrace. When stating to please treat as urgent there was no apparent change in service level.