Why is the only way to get a response from Vodacom through social media?

On Monday, I received a very threatening “draft summons” relating to a small amount of money that I apparently owe Vodacom. I have been a client for many years and, have consistently received a monthly invoice, with a corresponding debit order that has been successfully processed. I therefore have no idea why there would suddenly be an outstanding amount. I phoned the number provided on the letterhead, but the person I spoke to could not establish why I supposedly owed this money. I was told that I had to email Vodacom’s Legal Collections Division, as no telephone number was available. I duly forwarded the letter to them, requesting an explanation as to why this amount was allegedly outstanding. Within 24 hours, I received an email stating that the case (number EC-29CH-2103ML ) “was closed” — without any explanation whatsoever. I then forwarded my original email again and requested a response. I was subsequently told to provide my ID number, address, payment method and other information to verify my identity. I am not prepared to email my full ID number unnecessarily. Had someone simply picked up the phone, this verification could have been completed telephonically. I am still waiting for an answer. At this point, there are several possibilities: • Vodacom’s systems may contain an error, and the company is attempting to collect money that is not actually owed. • This may be a ****, in which case the question arises as to how the sender obtained sufficiently accurate information about my Vodacom account. I need to resolve this matter. What is extremely frustrating, however, is that I have repeatedly attempted to engage with Vodacom through the appropriate channels, only to be met with automated responses, case closures and requests for further information, rather than an actual response to the very simple question I have asked. For a company with which I have had a long-standing customer relationship, this is an unacceptable way to deal with a customer. Vodacom: please explain why this amount is allegedly owed, provide the relevant account and payment details supporting the claim, and confirm whether the “draft summons” is legitimate. Most importantly, please have someone engage with me and resolve the matter.