Vodacom ***** case

It's been 2months now, I logged a ***** case with vodacom where a debit order of +R5800 went off my account. I've been up and down their Branch every 14days after case was logged. There is no update but a waste of my time. The last lady who assisted me was kind enough to cc me on the ***** email case after they opened a new case without resolving the first one. I have NO contracts with vodacom and never did but no one can tell me what's happening. This has made me loose a deal I saw at vodacom but couldn't take it because I need them to resolve this issue first. I asked on their email what's the expected turnaround time I must wait for and that was on the 7th of August but no answer. I asked this because I had logged this ***** since 4th July but here I am with no clarity from this company. How and who opened a contract using my details. I am worried about the work ethic of the company and their staff members.