Unresolved ***** claim logged

On 21 Oct an amount of R9127 went through for my debit order at Vodacom. I visited the Vodacom shop at West Coast Mall in Vredenburg where I learnt that a ********** contract ( ********** 130) was taken out in my name in August this year. The staff were quite friendly and helpful and told me what I needed to bring to log a ***** claim. I left, gathered all the required documents and returned about an hour later to hand in the documents to log the claim. I was told that it would take 7 to 14 working days for the claim to be resolved. On 5 Nov I again visited the same store in Vredenburg to enquire whether there was any progress regarding the matter. The consultant told me that her manager had a lot of claims to deal with and that I would get a call from them when my claim has been finalised. On 13 Nov I phoned the customer call centre as I still had heard nothing from Vodacom. I was informed by the call centre that no ***** claim had been logged. This was 16 working days after I had been to Vodacom the first time and 6 days after I was told that I would be called as they were still busy with my claim. I logged a ***** claim with the call centre agent and submitted the documents myself on 16 NOV. I called on 25 Nov to find out whether all documents had been received and was assisted by Portia who informed me that their forensics department was closed on a Saturday but that she would call me back the Monday by 10h00 with feedback regarding my claim. No one called. At 10h30 I called again myself and spoke to Bafana who confirmed that all documents had been received and that I needed to wait 7 to 14 working days before it would be resolved. I informed him that it was the 7th working day, but because no one called me as they had promised I called myself. Today is the 14th working day since 16 Nov when I submitted my documents and still no one has contacted me. As if that is not enough I received a call from a Vodacom call centre agent about 2 weeks ago asking me if I know that my (legal) contract is due for an upgrade. I know that, but I can't upgrade as my profile is blocked. I asked her if she checked my profile, which she then did and ended the call as I was not able to upgrade due to it being frozen because of the ***** claim. I don't know how Vodacom calculates 7 to 14 working days but clearly they do not use the same calendar that normal people use.