Incorrect deductions and refusal to refund R14 000

I am writing to express my profound dissatisfaction with the manner in which Vodacom has handled my account and the unfair treatment I have experienced as a customer.

Approximately one month ago, I entered into a cellphone contract with Vodacom. At the time of entering into the agreement, I was advised that I could reduce my monthly instalment from R1,300 to R800 by making an upfront payment of R14,000. Based on this representation, I proceeded to make the upfront payment in full.

Despite having made the R14,000 payment, Vodacom has continued to debit my account for the original amount of R1,300 per month instead of the reduced amount of R800 that I was promised. Since discovering this discrepancy, I have made numerous attempts to have the matter resolved. Unfortunately, I have been sent from pillar to post without receiving any meaningful assistance or resolution.

At this point, I have lost confidence in Vodacom's ability to implement what should be a straightforward adjustment to my contract. Consequently, I am requesting that the full amount of R14,000 be refunded to me immediately, as the purpose for which the payment was made has clearly not been fulfilled.

I consider this situation to be grossly unfair and prejudicial to me as a customer. I have acted in good faith by making the upfront payment based on the information provided by Vodacom, yet I have not received the benefit that was promised.

I therefore request that this matter be treated as a priority and resolved without further delay