Vodacom Billing Mess/Fruad.

I have noticed a bloated balance (R4357.54) on the MyVodacom App. I have since requested an itemised billing report (for which I pay) and which I have not received for 2 months now. Vodacom has not been responding to my emails for some reason. As far as I am concerned I am up to date on my account. There seems to be deliberate attempts to mislead customers, first by adding services not subscribed and 2 by not rendering services for products (itemised billing report) that are paid for. I made a complaint with Vodacom on the accounts issue and was told that it will be resolved and I will be called back on 31 October 2020. That never happened. Will I be getting refunds for the itemised billing reports I never received?