Urgent Refund

I am writing to formally lodge a complaint regarding an incorrect double billing on my account and to request a refund of the overpayment. In January, I missed my scheduled payment and as a result incurred a penalty. In order to resolve the issue and have my line unlocked, I visited a Vodacom store and paid over R500 in cash, as advised by the agent assisting me. I was assured that making this payment would settle the outstanding amount and restore my services. However, Vodacom subsequently proceeded to debit my account again, effectively double billing me and disregarding the cash payment I had already made in-store. I contacted the call centre to query this matter and spoke to a consultant named Tumelo. I was informed that the double debit was my fault because I chose to pay cash, and that no one had instructed me to do so. This is incorrect. The store agent explicitly advised me to make the cash payment to unlock my line. Furthermore, the consultant confirmed that the cash payment is visible on your system, yet I am being asked to provide proof of payment in order to request a refund. Unfortunately, I no longer have the physical proof of payment. Given that the payment reflects on your system, I do not understand why additional proof is required. I respectfully request that Vodacom investigate this matter urgently and process a refund for the amount that was incorrectly debited. Please confirm receipt of this complaint and advise on the steps being taken to resolve the matter. I trust that this issue will be handled promptly and professionally.