Vodacom Billing, Communication and Processes

I upgraded with Vodacom in May to one of their Online/App deals on the Flexi 220 deal. The contract included the Hauwei P20 ,220 airtime, 2 gig data, P smart with R69 airtime for the additional number all for R579. To my surprise I get debited double that amount. I phoned Vodacom to query the debit, I was told I got billed for 2 contracts, I advised I don’t have 2 contracts but 1 and supposed to be billed for R579 as per my contractual agreement with Vodacom. The agent I spoke to advised that I was incorrectly billed and opened an inquiry (1- ********** ********** )to rectify and reimburse me. I asked if I can reverse the debit, the consultant promptly answered” Vodacom will charge R138 for unpaid debit” and explained that refund will take 7-14 days, he is sorry for the inconvenience caused. The following day I get an sms and an App (Vodacom ) Notification stating that my query is resolved. No phone call nothing. Today I call Vodacom again to find out the outcome of my inquiry that was resolved, I was told back office closed it because they can’t find the information. No feedback nothing. Then I was told another inquiry will be logged, to sort this out inquiry ref 1- ********** ********** and it will be escalated yet again. This time around I was told I was charged for delivery fee of R551 which I was not supposed be charged. Vodacom don’t understand the headache and inconvenience you causing, giving 2-3 different reasons as to why I was billed that amount. Vodacom is quick to debit you and the customer must feel the inconvenience that is caused without reimbur*****t nothing but quick to advise the customer of their returned debit charge. One department is not Communicating the other, internal processes is *****ed up. The Customer must phone for inquiries you log to request for feedback and get the matter resolved. The customer service sucks big time.

Very dissatisfied. Extremely disgusted.