6s call billed at 119mins

I have made a 6 second call, but that 6 second call is being charged at 119 minutes (7140 seconds).

This call happens in a time frame of 14 seconds. When the next call is then made.

Called multiple times to customer care. Several complaints lodged on multiple dates. Keep getting a resolved outcome even though I have proof of incorrect charges.

Below is from the spread sheet sent to me regarding the so called thorough investigation which was found to be true and correct. However if you look at the below you can clearly see it is impossible. Please note the I have omitted the number being dialed. However the 3 calls below are all to the same number being dialed from my cell number:

EVENT DATE/TIME EVENT TYPE DURATION - in seconds 07 Nov 2019 10:24:45 AM V/F/D MO 7 140 07 Nov 2019 10:24:59 AM V/F/D MO 61 07 Nov 2019 10:26:16 AM V/F/D MO 423

I was told to check against my call records on my phone. My phone call log records are as follows:

CALL DATE/TIME CALL TYPE DURATION - (in seconds) 07 Nov 2019 10:24 AM outgoing 6 07 Nov 2019 10:24 AM outgoing 60 07 Nov 2019 10:26 AM outgoing 422

As you can see call 2 and 3 align close enough to the given spread sheet. However call 1 is vastly incorrect.

When looking at Vodacom's true and accurate spread sheet supp**** to me. Given that the time difference between call 1 and call 2 is 14 seconds apart. It is impossible for me to have spoken for 119 minutes in that time frame. Especially since it is the same phone number being called.

When looking at my cellphone records/logs, it is possible that my records are the actual true reflection of the call duration as it is possible to have a 6 second call within 14 seconds time frame.

To this date in time. I have been unable to resolve this issue, as every time I log a complaint I get a resolved status saying the charge is correct. Even though I have even provided the proof as above.

In the meantime, I have resorted to paying extra for voice bundles and out-of-bundle voice calls. Which I would have never needed to do if I was charged correctly for my call.

I have been with Vodacom since 2009 with multiple packages and contracts. I would hope my loyalty would have them care about my continued business. But this seems to be such an admin task to prove that I am correct and they have a billing error. But the onus falls on me to put in the effort and time to prove that.

I hope I will be getting a refund for all the voice bundles and out-of-bundle voice charges that I incurred due to this problem. But at this point I am unsure if that will happen as they still stand by their impossible claims.

What makes this even more infuriating, is that the call centre can not be emailed any proof. They can only forward complaint to back office. Back office asses and emails you. But the email you receive can not be rep**** to as you get the error of "email does not exist". So it is such a run around when you pick up fault on Vodacom's side. Because you have to loop all the way back to the start by calling customer care call centre again. Then the same process starts over, wait 7 days to get a resolved status but nothing was corrected. Such inefficiency and waste of time.