Credit amount not action due to fraudulant action on my account, Reference EC-16DG-26FVYL - Consumer Complaint for Vodacom - Head Office

I have reported illicit numbers and debit orders added onto my account to the value of R37 000. My monthly contract payment should only be R412.00 Fraud was investigated and confirmed by by Nomsa Nthodi at the Fraud Deparment, with assurance that the amount would be credit from my account. An amount of R8000 was credited however R20744.oo have still not being credited. Nomsa explained on Friday, 12 March 2021 to me that the collections department have omitted to remove the hardware/equipment (phone, iPhone watch) cost. As per Nomsa Nthodi (Fraud) the case is resolved and her bit is done (see email response on Saturday, 13 March 2021, however the amount still reflects R20 744 as being due. I have dealt from 2 March 2021 to date, 13 March 2021 with Phindile (Call centre), Mbali (Call centre), Ayanda (Call Centre), Mbali Call centre, Phontso (Call Centre). All the call centre agents advise they will send e-mail to relevant departments, however the problem not getting resolved. The call centre agents only call back to determine if I have received and update and or call backs. Nomsa Nthodi (Fraud) confirmed on Friday, 12 March 2021 that she has informed the collections department to credit the R20 000.00. The attached email would reflect the confirmation from her side that this will be done on Friday 12 Marc 2021. However on Saturday, 13 March 2021 the amount of R20 744.oo still reflects. Nomsa advised per e-mail that I have to contact collection on 082 1946. My most recent interaction was with Phontso that have not been able to assist either. After requesting to speak to a manager I got in touch with Ambane Mudau with no resolve. Ambane Mudau confirmed that the can also only send an email (Like the case with all the other individuals above). I need to problem to be resolved and get the amount removed from my account as this is illicit and no consent was given.