Vodacom Call Centre useless to assist with a single query for 2 months

I have been a Vodacom client since 2012 and never had any problems. A cellphone was ****** and retrieved by the insurance company. I received a bill in March 2020 that was high but I paid it and called Vodacom Call Centre on 5 April 2020 when I received the bill and asked them to block the sim card to prevent future billing to that sim. The consultant could not assist me as there was an open order that needed management approval to close. She then logged the request and said it should be done within 48 - 72 hours. A week later I heard nothing back. I called the call centre to follow up but they said the query is still being processed. In May 2020 I received another high bill and on 10 May 2020 I went into the branch at Irene where a consultant helped me to look on the system what is going on with the query. He then noted that the call logged was closed without being correctly actioned and logged another call on the system explaining what happened. A few days later I received a call from a Vodacom consultant that was looking into the case and she noted that she listened to the recordings and the first consultant did do as she had to but there was a system error that closed the call. She then sent the credits to my account for approval and noted that she sees there are purchases on the sim for May 2020 and will also request a credit for these. In June 2020 I received yet another high bill. I received credits for the previous billing that went through because of the Vodacom system error and the sim not being locked correctly. I then immediately called the Vodacom call centre to report this. The consultant then noted that she logged the query to be resolved. On 17 June 2020 I receive a Vodacom Billing Query email saying that th line was only reported ****** and locked on 20-05-28 17:00. Which is not correct because I already reported it 5 April 2020 but the Vodacom Call centre and billing department was only able to resolve it on 28 May 2020. Does it take the Vodacom Call Centre 2 months to resolve one query?

My problem with the person investigating the query is that is that person is to lazy to work through all the queries logged for this and only saw a query on 28 May 2020 and that is where it stopped on the investigation of my query.

Today, 18 June 2020, I went back to the Irene Vodacom shop to seek assistance as after 2 months I am still struggling to get this resolved. The answer I was given was that they cannot do anything for me as the call centre is the only way that this can be resolved. Now I have to spend time again on the call centre during working hours to get this resolved.