Urgent Complaint: Vodacom Overbilling and Unfair Refund Policy

I am writing to lodge a formal complaint against Vodacom regarding a highly frustrating and unfair experience with my cellphone contract. I took out a contract for an iPhone with Vodacom, where I was supposed to be debited R400 per month. However, for the past 10 months, Vodacom has been debiting R900 instead – more than double the agreed amount. Last week, I received an SMS from Vodacom informing me that my contract has come to an end and that I am now due for an upgrade, I am not in arrears my account is up to date. Shortly after, I received a statement showing that Vodacom owes me R4828 due to the overpayments made during the contract period. I went to the Vodacom store to demand my refund, but to my disappointment, I was told that I must take out a new contract (upgrade) and that the amount they owe me will be deducted from the new contract. This is completely unacceptable. I am no longer interested in taking another contract – I simply want the refund that is due to me. I believe this is highly ********* and unfair consumer treatment. I am requesting your assistance in resolving this issue and holding Vodacom accountable for their billing error and refusal to process a direct refund.