Incorrectly billed and due refund.

The service I received from Vodacom since last month has really been appalling.

I missed a debit order date which is the 1st of every month due to being paid late I went into their store and made payment of R299 due to the failed debit I then contacted Vodacom via social media to change my debit order date to the 7th of every month

The agent first said: "Hello Ryan

We can adjust the date for you to 7th but not the 5th(this is not a date that is available). If a change is concluded today it would result in the July invoice being deducted early, i.e. Debit Order is brought closer (7th July and not 7th August).

Please let us know if that would be in order."

Then I explained that July was already paid as per the physical payment made in store due to the failed debit on the 1st.

Then I got confirmation from an agent who said: "Please note we have updated your debit order to the 7th of every month start as from next month.

Have a great day ahead. "

The 7th from last month I got charged R418,18 Extra R100 due to the failed debit fee.

I immediately queried it (All proof of payments has been sent to substantiate this.)

I told them I am due a refund due to payment being made already they said due to me changing the debit order to the 7th that the payment that went off was for August.( So firstly they **** and they said the payment will be allocated for August).

Then they said the debit went off because of the change of debit and the fee was for the month of July I explained to them that this has been paid already.

I then asked them this: I want to know will I be debited in August as I paid twice this month once on the 2nd and then you guys took money on the 7th again and refuse to refund me.

The agent confirmed this on inbox stating: "Kindly be advised that the additional amount will reflect as a credit on your account and may be used to the next payment. We do apologize for the inconvenience caused."

On the 7th of this month Sunday passed I got debited: R318,00

Firstly the price adjustment was not communicated with me as a client and also it was said to me that the debit for last month was for this month as I already made payment in store for last month.

I inquired on Social Media again they said I am not due a refund as the 7th payment was for last month and the 2nd July payment was for June and the 7th Payment on this month is for August.

This was advised to me by Arlene she is convinced that there is no refund due because of this which does not make sense because what I'm essentially being told that I was being billed in arrears meaning July payment is for June and August for July now all of a sudden due to the debit order date change which is apparently the earliest debit order date that because I changed my debit order date to the 7th that it sprung up July invoice and that the account is in order and this month debit is for August now I am not being billed in arrears which does not make sense because the 1st is before the 7th and why would a debit order date change the billing manner which is in the arrears system.

I explained to her she is going according to her business principles and understand that as I worked in Cellular but from a logical point of view if I as a customer is told something from an agent I would believe the agent is right and also if I see 2 payments come off then logically I am entitled to a refund.

The agent contradicted herself so much over the phone and tried to justify the statement that was sent via email where it shows in one month last month that 2 payments were received one for the 2nd and one for the 7th.

The agent concurred that there is no refund due and the billing is correct I told her she needs to see the 2 payments she did not see it she re**** on her business principles and then I said okay you don't want to give the refund I will take it further.

She then messaged me saying: "Hi Ryan, as discussed we have advised that the billing was correct. As a once off goodwill gesture we will credit your Vodacom account with the return debit order charge of R100,88. This will reduce your September 2022 invoice with R100,88."

Then sent : "Thanks for contacting Vodacom on social media. We’d like to ask a question about your interaction. Your feedback is appreciated."

As to state the issue has been resolved which is not the case and I am due a refund.

The feedback I left was " Agent justify's why I am not entitled to a refund when 2 payments were made after a debit order has been changed after I went physically into the store to pay my account due to a failed debit and I was informed by an agent that the debit order will be for the month of August . Agent goes according to her business rules and disregards that 2 payments were made one which is supposed to be for this month and again this month I am being billed for this month".

Very disappointed client that has been with Vodacom for 2 years or more.