******** - Debited my account ********ly and haven't corrected despite promising to do so

<p>We took out a Wifi package with Glocell and within a month or so received a really large bill debited off of my account. After many attempts to get through to their call centre and being kept on hold for terribly long periods of time we finally got through to very unhelpful call centre agents.</p> <p>They advised that we exceeded our 5Gig limit and therefore the additional amount was debited off of the account. My wife advised that she was under the impression that the 5 Gig was capped based on the initial indication given when taking out the contract but they advised that this was not the case. To note that this bill was also in excess of R2000. Already irate but accepting that she may have simply misunderstood and may simply have been badly explained or understood we accepted the bill and requested that they cap the amount at the 5Gig sothat it would result in any unexpected bills again.</p> <p>We were then sent the appropriate forms to complete and submitted accordingly and then the agent confirmed that it was implemented accordingly.</p> <p>To our surprise we then again had an amount in excess of R2000 debited from my account and when querying they advised that it was never put in place. To note that getting hold of them and receiving feedback is like pulling teeth so adds even further to the frustration.</p> <p>We were now advised that to allow for them to debit back the amount we would first need to complete more documents and that we would lose the midnight portion of our Wifi package. Very important to note that again now we are given different information and they refuse to refund the amount incorrectly debited – due to their admin fault – until such time that we complete the further documents and agree to lose our midnight portion of our package. Out of pure frustration we agree to lose the midnight portion and after following up continually we are promised that the amount would be debited back into my account within 7 – 14 days and that was on the 10th January 2017. To date I have not received any debits into my account and not receiving any replies on my follow ups sent – except the follow up sent today to Matshidiso Sekgobela with whom we were dealing and receiving an out of office referring us to the customer support email address. </p> <p>This must be ********! Theft? I emailed the people on their websites aswell and even a senior person I was able to pick up on the internet but none bothered to even reply.</p> <p>Unless I have my debited amount returned I suppose the next step would be to see if I can lay a ******** charge or report them to the Consumer Protection Act?</p>