Double Charged / Disappointed and Frustrated Customer Experience

Vodacom and I had an agreement to suspend my line from contract to prepaid since I was unable to pay at the time. After two months, I settled my account, and my line was reinstated on contract. Normally, my account ranges between R1550–R1600, but on 25 August I was charged R2015.62, which I could not understand. On Friday, 29 August, I contacted Vodacom for clarity. I was assisted by a very kind lady who tried her best to help me understand the calculations. Unfortunately, due to time, I asked her to call me back on Monday, which she did. She attempted to transfer me to the “calculations department,” but no one was available, so she gave me the number *** to follow up. This is where my frustration began. I was assisted by Noxolo, who immediately accused me of lying. She claimed it was impossible for my line to function as prepaid while suspended, even though I had used it during that period. I asked her to check the system for my recharge and data purchases, but she dismissed this. She also said that Vodacom “will always charge you regardless of suspension,” which I found unacceptable and even felt like a ****. When I asked why I was not charged for June while still suspended, she could not give me an answer. Instead of listening, she kept interrupting me, and it became clear she didn’t understand the charges herself. When I asked for a manager, Noxolo placed me on hold and then came back with one. Unfortunately, the manager did not even introduce herself, and instead of addressing my concerns, she continued with the same dismissive attitude. It was obvious she had been “prepped” by Noxolo. Only when I mentioned that I would write a review did she suddenly start trying to listen by then, I was too frustrated to continue. To date, I still don’t understand why I was charged for two months on one invoice or why I was billed for a month when my services were not in use. I’ve been a Vodacom customer since 2019, renewing my contract multiple times, but I can honestly say I’ve never enjoyed the experience. To make matters worse, Vodacom is also denying me the ability to cancel my contract. That call lasted 47 minutes, and all I got was two employees trying to make me feel like a **** and ***********, rather than helping me resolve my issue.