VODACOM POOR SERVICE

I have been trying extremely unsuccessfully to get a refund from Vodacom! I get bounced from one agent to another and then inside their automated answer service and never get to actually speak to an employee. For the past year and some months, our payment was not altered after an upgrade of my moms lines which resulted in an over payment to Vodacom of around R1500/month. The end result being a credit of R38 000. My Mom passed away in January this year and have been trying to downgrade/early settle her accounts and have subsequently been billed around R10k in total for her 2 lines, leaving a credit balance of R28k. I have sent probably 7-8 requests to their VBRED email address but also only get an automated response and only fulfilling half the request, then the ticket gets automatically closed and the process begins all over again. This has been an exceptionally trying year and Vodacom are adding to the frustrations along with other emotions during this time.