Customer service *********** at investigating technical issue and won't refund money deducted

I had terrible customer service having to explain a technical issue after having made an In App Purchase on 12 January 2024 at 12:15pm. The Hauwei Mobile Services platform was working fine for months and all my transactions were perfect before. This last time however, the purchase I made was met with an error message once I clicked on the payment confirmation button. The error message stated that my mobile number was not recognized by Huawei Services. I did however receive an immediate confirmation sms saying my purchase was deducted from my Vodocom account as is usual, but I didn't receive the product I purchase on the gaming platform. I went to check my Huawei Mobile Services purchase history and it said my transaction failed. I did attempt a second time to continue with the purchase but it said insufficient funds meaning my airtime used was indeed deducted the first time. I contacted the gaming app support and they could see the transaction failed due to Huawei Services. I contacted Vodacom and it is confirmed that money was paid to Huawei services and the confirmation sms from Vodacom is the proof of payment.

I spoke with two different customer care agents from Huawei Mobile Services and not one cared to understand my technical challenge and neither relayed the issue to be investigated by their IT department. The only answers I received were that that firstly they could not refund the money already deducted as the money they believed was with the gaming app and when the gaming support team confirmed a failed transaction, Hauwei Services blamed the mobile carrier. How ridiculous! They won't acknowledge the technical issue I encountered from Huawei Mobile Services failing to recognize my number in the first place but still taking the money. I have a history of payment confirmations and the last customer services agent was given permission to see the last payment confirmation the day and time it went through, but he insisted on only recognizing payment confirmations from the days before and not from 12 January 2024 at 12:15pm. Before he remotely accessed my phone, he insisted the last payment was on the 3 January 2024, and after seeing with his own eyes the last was 12 January, he has the audacity to tell me that Vodacom declined the payment! Seriously, as a person with years of It Helpdesk experience, this is most infuriating to experience.

I asked to speak to a team leader or manager as I was no longer interested in receiving a scripted answer that failed to take into account the logic of what happened and the evidence of payment that was made. No one was prepared to actually assess and investigate why my number was not recognized at that point of payment by Huawei Services and mind you I checked my Huawei Account info and my mobile number is still linked. I do remember that there was a recent update on my mobile device and it's possible the update caused a glitch somehow. Who knows. No one wants to investigate on Huawei Services back end. They would rather the end user run around and blame other application developers even though they never took payment and the other paid for a service Huawei cancelled! The customer care agent dropped the phone on me when I was requesting to speak to a manager. I requested communication via email from a manager and I have yet to see such email. I asked to contact a manager and apparently this is not possible and I wonder why.

I am very dissatisfied with this awful level of service and hope that there is someone willing to understand (not just say they understand) and work towards getting technical issue investigated and the payment refunded to me.

I won't be using Huawei Mobile Services for any transactions in future due to my lack of trust in their abilities to competently resolve technical issues. Not only that, I didn't like been stonewalled and being made to do their work having to go back and forth between the gaming Customer Support and my mobile carrier. I was recruited to do the work Hauwei services should have been doing. It's so ridiculous!