unauthorised billing

I have been sent from pillar to post by vodacom without any confirmation of reimbur*****t.Vodacom has been debiting an unauthorised amount from my account and CANDICE Swanepoel who was allocated to my case is just an unwilling agent because she has been ignoring my emails.I want to know when will I be reimbursed and need a settlement amount so that I can cancel he contract with Vodacom.It's been 3 months already ,sorting out this mess.