Vodacom cellphone ***** investigations

I called Vodacom to cancel my data contract and was told that a cell phone had been taken on that contract in January 2015. When I indicated that I had not taken out the contract, I was asked to send an affidavit to that effect with a copy of my ID which was done on 30 March 2015 via fax and an email to [Email Removed] Koketso Modisaesi indicated that the investigation by the Forensic Department takes 4 days. I was given reference S3-80N2J-JV3Q2. I called in on 08 April 2015 to follow up and was told by Siphiwe Maseko that the call had been closed because the documents were never received. He then relogged the issue under reference S3-8203Q-Q7R2G and again asked me to resend the documents. At this point I asked for a supervisor to make sure that I'm not in this position again when I next enquire. The supervisor assured me that she would call me on Monday, 13 April 2015 to give me an update. This did not happen and I again called in today and was yet again told that my call was closed because I did not submit documents. Brian Bhebhe took the call today and transferred me to legal department. Vodacom continues to deduct money from my account for this.