Poor customer experience as system goes down resulting in additional expenses

I have had the WORST experience with Yagandran at Vodacom.

He contacted my business to arrange for an upgrade on my cellphone. I opted to downgrade to a contract without a phone. He confirmed this was taking place. The following month I was billed R1889 instead of my normal R1199. I understand that the contract ran its course and that the discounted rate would no longer apply. HOWEVER, the downgrade was done before this and should have resulted in a charge of R749 ONLY.

His excuse was that there was a system error, and it never went through. I told him that we were due for a refund, and he said he could do nothing about it. He now ignores all of my emails. The Vodacom service department has gotten involved but is now also ignoring all of my emails.

This is honestly very frustrating, and I wonder why I have all of my business contract phones through Vodacom. I'll rather move these to MTN in the future.