Refund and service

On 2nd December I send an email to Vodacom refunds department for a refund of mine. They deducted twice and I made payment as well. So one payment needed to be refunded. I had no-reply to my email. On 3rd December I emailed them again and only then had a reply. On 6 December they communicated that my refund has been processed in within 7-14 business days I will get my refund. On 10th December I called them to ask what is happening. This is the consultants way of communication. 1.I found out on a statement that they kept adding penalties and they argued saying to me 'Mam let me educate you'. Only to realize it was a mistake on their end. 2.I am working from home and can't assist you with your request I can only email vodacom. 3.My account is connected to a Willem George's business account. I have no clue as to who this is. But I have asked them numerous times to rectify this. 3.Unfortunately there is nothing we can do. 4.The refund shows as a credit on your account but nothing has been done to refund this as there is no communication of a refund on my account. 5.The issue has to be escalated again this is on the 19th December after numerous calls from me and then your refund will be processed but you will have to wait another 7-14 business days. 6. You will have to wait Mam until 31st of December for your refund. 7. They did not recognize my reference number sent via email from the refunds department. I have never in my life met such unprofessional *********** service consultants .There is a high level of unemployment and if they do employ this is the service you as a customer receive. I have spend my whole day on the phone with them still without a resolution. 8. The last consultant started counting days for me.

I was also told that I cannot speak to management. When asked why they said that is the way the business operates. I spoke to team leaders who kept putting me on hold and they spoke to their senior management and just relayed the messages. Vodacom receives billions from south african's and they cannot provide a service to us. WHY???

I have asked one of the consultants why does it take 7-14 business days and she said that is just their policy but it normally reflects in 3 days in your account.