Vodacom poor Service

I have been a customer of Vodacom since they started and have always had good service but lately something has gone wrong. We regularly sit without signal and also R380 airtime was taken from my wifes phone. I contacted them via e mail and they requested my ID and cell No which I gave them and they came back stating they are unable to verify my account/contract. This is now 3 days and no one cares nobody has contacted me again. THIS IS POOR SERVICE AT ITS VERY BEST> THEY FEEL NOTHING FOR THEIR LOYAL CUSTOMERS