Vodacom ***** case

I have a Vodacom data contract and I was paying R99 per month, for years. Someone went and took out a contract (at a Vodacom store), and I was suddenly paying R1600. I would reverse the money everytime they *******ly took my money. Upon realisation I immediately called Vodacom and the call centre advised me to go to a police station to get an affidavit. I submitted this to Vodacom on November 21, 2018. I again followed up on 04 December. It is now 05 March 2019 and I still haven't heard anything from Vodacom. Instead, I have received an email from lawyers who are threatening to take me to ITC.

No one in the call centre has called me again and I wonder why this is so. Must Vodacom ruin my credit score because they can't sort their own house and rectify the ***** that occurred in their own shops. I wonder if I should escalate this to the CEO's office before I am assisted.