Vodacom failed me

In June my router got disconnected ,I thought I Exhusted my data but how I ddnt know, July they debited R681 from my account instead of R329 cos thats what I signed up for ,I reversed it because it was unknown to me,they debited R6585, August R10681 but it bouced because I didn't have enough funds, I got a call from some lady telling me I owe Vodacom 38k I asked her what is it for because I have a router and its even maturing now in September she said I must go to a Vodacom and check ,Saturday the 15th I went to the Glen branch they told me I did an upgrade on the 16th of June at kollondale I told them I knew nothing about the upgrade they said I took an iphone and s9 and also changed the contract to an open cotract, I asked to see the ID and signature of that upgrade cz I never lost my id or dd any upgrade they printed them for me same Id number and names but different picture. The requested for my own ID I gave them and signature was a way different from the one I signed when I took the router,the lady said she will refer to her manager to call me on Monday, I went there after 3 the manager was there by the name of Simbarashe , he said I should go to the police and get affidavit and home affairs to get a letter confirming that I'm the ID holder I told him I won't do that at my expense is not my problem that they failed to verify their customers , he said he is not sure if I'm the right candidate I asked him why is he asking me such stupidity now and failed to do that when they gave the person phones he said is not his fault because is not his store.

Vodacom failed me, they can not deal with **********? Such a big company.