Refund

I have been having trouble getting a refund from Vodacom since December 2020. I did a change of owner ship on my account from a family members name onto mine. I was previously paying for the account (I***-4) and when I did the change of ownership I was not aware that the account number had changed (it is now I***-9) and kept paying the new monthly amount into that account. When I was made aware of this fact I set up a debit order on my new account on a new bank account. I received a partial refund from Vodacom last year but since then I have been trying with no success I called in regards to the refund in 09 April Again and I was told to send a email with all the proof of payments and I did since then every week is something different. I was contacted on a Friday but everytime the line disconnected (see attached call logs) with the 2 people that called I then had to send another email to find out what was going on the following Monday where they asked me to confirm banking detail I did and was told the the money would reflect with in the next 7 days that has not yet happened. All response im getting is that it is being escalated.

04.12.2020 First email of proof of payment was done on

09.04.2021 I called 4 times that day to get this issue resolved. I spent 37 min and 25 seconds trying to get answers I sent the proof of payment as the customer care agent requested I never got feedback on that email

16.04.2021 I sent a follow up email (ref number 0028XaG78UNRS0W4) I was told that the enquiry had been sent to your back offices and that I would receive feed back within 48 to 72 hours I never heard anything after that I received calls : 11:17 – logs showed I answered call lasted – 53secs no one talked 14:27 – call lasted 2m and 28 sec that was when I was told they would pass on my enquiry 17:24 – logs show I answered call lasted 5 seconds before I was disconnected New ref number provided on the email was ***

17.04.2021 I got an sms requesting I submit more proof of paym From Subject Received Size Categories *** Re: Vodacom Customer Care Reply - Authentication Response *** 19/04/2021 44 KB ents it was a Saturday night at 18:05 so I sent it on the following Monday 19.04.2021

19.04.2021 Ref *** I sent in the proof of payments that were requested from me Email ref number sent back to me is 00291aG7S4HP1AF5 I took the call at 10:35 it lasted 1min 6 sec – she told me that they would forward to the department where they would process It The email I received back after the call stated that my requested had been sent to Subscriber Collections Department for my refund to be processed My new ref number was *** Also a ref number 00291aG7S4HP1AF5

22.04.2021 I received calls from Vodacom that kept getting disconnected 08:56 my logs shows I answered and the call lasted 34 secs 14:09 my logs shows I answered and the call lasted 44 secs I was informed on 26.04.2021 that this was to confirm my banking details

26.04.2021 I sent another email requesting an update as I did not hear anything back in regards to my previous enquiries I received a call at 14:27 that lasted 2m and 28s The agent on the call informed me that they wanted to confirm my banking details on Friday but there were issues on the call I informed him that it kept getting disconnected as shown. I told the agent that payment could be made into the baking details provided with the proof of payments or into the account that the debt orders go from as I have access to both accounts. I also told them this previously when I stated they could refund me into the debit order account I was told credit would be within the next week via email It also stated on the email that yet again it would be escalated for a refund

01.05.2021

I called the customer service line but as it was a public holiday no one was working

03.05.2021 I sent an email to find out why I had not received my refund yet They were not able to call me due to technical issues but said that my email would be forwarded to the person dealing with the request to advice when I would get a refund I never did get a date via email or call as to when that would happen I also sent another email detailing all the issues I have been having with Vodacom regarding my contract and this refund reference number is: 00297aG8JUAFWSF2 I got an email at 19:17 stating that they tried to call me on *** – this is not my number My number was included in my email

04.05.2021 I informed them that my number is *** and that is why they couldn’t reach me I have had no reply I sent another email today also in regards to another problem separate from the refund

05.05.2021 I called again in the morning at 07.56 – the call lasted 14 min and 2 secs the agent said she would call and find out what was going on a get back to me before the end of the business day – she never did I called again at 16:22 call lasted 12min and 29secs – I could get no answers from the customer care rep and she was extremely rude and said to me I can’t just say Vodacom owes me money Since I couldn’t get any feed back from that rep in the 12 min I spoke to her I called again and hoped I would eventually get answers at 16:37 it lasted 7 min and 51 secs I was told to talk to the accounts department but no one was available I sent 3 different emails in regards to this but received no answer or call back

06.05.2021 I decided to call again at 10:01 the call was 21min and 36sec I finally got through to the accounts department and was told it would yet again be escalated as had been said all the previous days. I was also told that Vodacom doesn’t just do refunds but I have received a previous refund. Then I was told I should remember that I will be debited on the 1st of June and I should ensure I have money in my account to avoid a late fee. Seems like Vodacom is more interested in taking my money than actually helping me sort out a problem and giving me a straight forward answer I sent another email that is going unanswered

At the moment it is just looking like im documenting a future case and collecting evidence