Unresolved Refund

On January 3rd, 2023, I purchased an iPhone 11 64GB online from the Vodacom website using my old credit card before it broke. I received a new card after the old one broke.

When the phone arrived, it wasn't what I expected, so I contacted Vodacom to return it. Their courier, RAM, collected it.

According to Vodacom's refund policy, I waited 14 days, but no refund appeared. I called them again and provided all the necessary documents, but they were "busy with it." Later, they told me the money had been mistakenly sent to my old card and advised me to consult my bank.

The bank explained that any funds transferred to the old card would automatically go to the new one since the account number is the same. They suggested Vodacom could easily link the old card to the new one or offer you another device as a solution.

I returned to Vodacom and explained the bank's solution, but they simply said they would "look into it." I have been waiting for my money since January/February 2023, and now it's January 11th, 2024. Vodacom recently referred me to Capitec Bank to initiate a dispute, but Capitec advised that disputes are impossible for transactions older than 60 days, especially since Vodacom already received the funds. Capitec believes Vodacom should resolve this issue, and I am concerned that Vodacom may be intentionally withholding my refund or phone.