Vodacom support staff absolutely horrible

I have been getting incorrectly billed by Vodacom for over a year for a fibre line I cancelled. I raised a complaint over a month ago. The first SR was closed without valid reason. I logged another one on the 2nd of February and was told I would receive feedback within 7 to 14 days. I called in last week and was told the matter would be escalated. This of course was not done. To my surprise, my SR‘s current status is ”Unassigned”! Three entire weeks later?? I’ve called in over 10 times just to get to this point and nothing has been done. I am going to get charged again tomorrow and what’s worse is I will probably be told to wait another 14 days. Is this how Vodacom trains their staff or is the support person acting on their own?How do I log a formal complaints on the persons who have been handling my matter?