Vodacom is *****ing our airtime

I am beyond livid a R1000 airtime disappeared within a space of 2 days and when I called to log a query Vodacom undertook to get to the bottom of my query within 48 hours. It has been a week and I have not received a cent of my airtime nor has Vodacom said anything. They allege that it is due to data reasons but refuse to send me an itemised bill. This is a form of theft and it has also occured to my boyfriend who's R1000 airtime also disappeared.