Vodacom Customer Care Giving Me a Run-around

Dear Hello Peter, I'm being give a run-around by Vodacom Customer Care on a query I raised 6 weeks ago. They admitted to their mistake and I was advised the matter had been escalated and my account would be credited. Every time I call them, I am told the matter is still awaiting approval. When I enquire how long does it normally take to resolve a matter of this nature, they say 5 to 7 working days whereas in my case it's been over a month already. They have charged me a penalty fee for returning the debit order where I was charged way more than my monthly installment because of a fault they made from their side. I have paid them my normal monthly installment and they have still not credited the upgrade fee which was wrongly charged, and they admitted to it, and now the penalty fee. When I called to follow up today, I was told all my queries had been canceled.. And my query is still not resolved..