Over deducting and not giving back credits

<p>I have been struggling to get my Vodacom account sorted out for almost two month now. I was overcharged with R398 during May 2017. I was told that I would get a credit of R398 in that same moth. During that month only R199 was credited. Since then I have been struggling to get Vodacom to give me the second credit of R199. </p> <p> </p> <p>The second credit should still be done. I have spoken to various people about this and have sent various emails, the only answer I get is that the "second credit was approved and it will reflect on my statement within 24 - 48 hrs". This time has now long ago lapsed. During June 2017 now the second R199 credit was still not done. This is now the second month that I was over deducted with my debit order. Please see time line below of all interactions:</p> <p> </p> <p>* 16 May 2017 - Phoned to report that my account is being over charged. Confirmation was given telephonically that a credit will be done for a total R398 (R199x2). Reference number received: 1- ********** ********** </p> <p> </p> <p>* 25 May 2017 - Received SMS to say that a total of R398 will be credited on my account. Only R199 credited</p> <p> </p> <p>* 27 May 2017 – Aqeelah Levy confirms via email that she will “follow up with the Billing Department with regards to the credit”. Ref in the subject of email was 001JEaCHQ2NE7V9N</p> <p> </p> <p>* 29 May 2017 - Kelly May confirms via email that the second credit will reflect on my statement within 24 - 48 hrs. Ref in the subject of email was 001JEaCHQ2NE7V9N</p> <p> </p> <p>* 5 June 2017 - Lee Batom confirms via email that the second credit will reflect on my statement within 24 - 48 hrs. Ref in the subject of email was 001JEaCK4Y4YMU5Y</p> <p> </p> <p>* 10 June 2017 – Received my new statements and invoices. Second credit not reflecting! </p> <p> </p> <p>* 13 June 2017 – Busisiwe Mhlongo confirms via email that she has contacted the agent that was dealing with the service request. She would have contacted me as soon as feedback was received. No feedback or call back from anyone.</p> <p> </p> <p>* 19 June 2017 – I complained on your Facebook page about this matter. My references was requested. I was informed that someone would get in contact with me. A Themba phoned me and informed me that she would send a request through so that someone can look into my case. She unfortunately could not give feedback. Nobody phoned me back!</p> <p> </p> <p>* 20 June 2017 – I phoned Vodacom again and spoke to Warren. He informed me that according to the system my request for a credit was closed and showed finalized. However when he looked again he could see that only one credit was done. He phoned the department dealing with the credits and told them what happened. According to them they requested both credits but see now that for some reason the second credit failed to go through. They will put the second credit through again. And again I was told that the credit will take 24 – 48 hours to reflect on my statement.</p> <p> </p> <p>* 22 June 2017 – I phoned Vodacom again and spoke to Meryl. She could see the same info as was given to me by Warren. She sent an email to her team leader so that the team leader can contact the credit department. According to her someone would phone me and give feedback to the credit. Nobody phoned me back!</p> <p> </p> <p>* 23 June 2017 – Meryl phoned me from Vodacom and asked me if anybody phoned me with regards to the credit. I informed her that nobody phoned me or sent any communication. She said that she would follow up with her team leader. Still nobody phoned me!</p> <p> </p> <p> * 26 June 2017 – Meryl phoned me from Vodacom again and asked me if anybody phoned me with regards to the credit. I informed her that still nobody phoned me or sent any communication. I told her that I want to escalate this matter now as I am getting terrible service from Vodacom. She did a new request for me now with the following reference number: 1- ********** ********** </p> <p> </p> <p>Received an sms on 26 June stating that my query was escalated to the billing department. Yet again nothing done about it, as the wrong amount was deducted from my account.</p> <p> </p> <p> </p> <p> </p> <p> </p> <p>My question is why was the second credit not done with the first one already in May as promised. It was requested on the same day, and I was informed on the same day that both would be credited.</p> <p> </p> <p>Vodacom is very quick to ***** their customer’s money, but when it comes to giving it back they try anything in their power to slow the process and not give the money back.</p> <p> </p> <p>Clearly the 24 - 48 hrs has passed and still the credit is not reflecting. Every time I phone or email the only answer I get is that the second credit was approved and will reflect between 24 - 48 hrs on my statement. This is clearly a lie. This is really poor service from Vodacom and I am very unhappy with the customer service.</p>