Vodacom ***** not helping

***** discovered on my account on Monday. Called Vodacom immediately, Vodacom said they have opened an investigation. On Wednesday they called and said a form would be sent. Nothing was received. Now this morning money was taken off my account. How is it my responsibility to follow up?? FILL in forms??? After everything was reported on Monday 3 July already!? Why have they taken money KNOWING that there is a ***** investigation. I don't have money now to even feed my kids. Such bad service and assistance. I am so dissapointed.