Refund not even processed for incorrect debits on a cancelled contract

On the 2nd of May, I was incorrectly debited the full amount for a contract that was cancelled in November 2024. Since then, I have been given conflicting timelines for the refund — first 3–4 days, 4–10 days then 7-14 days. Yet, over a month later, I have still not received the funds.

Out of growing frustration, I contacted Vodacom directly today, only to discover that no request had even been raised to process the refund into my account. This is completely unacceptable and reflects a clear failure in internal processes and accountability.

To make matters worse, I was informed that refunds over R5,000 cannot be processed in one go, due to internal limits — the same limits that, evidently, do not apply when debiting my account incorrectly. I was also told that the first refund must reflect before the remaining amount can even be initiated.

This morning, I had to explain to the store manager — who has been misleading me with empty promises for weeks — that no refund ticket had been raised, which is why no payment has been made.

Frankly, this experience has been exhausting. Following up daily with no response, being told to wait weeks because people are on study leave at Vodacom.

Please, do better. Hire competent staff as a start.