Vodacom Billing issues and their incompetency to sort their mistake out

<p>During November 2016 I was contacted by a Vodacom consultant who offered me a migration from the Smart L package to the Smart L+ package. It made sense at the time because for a little extra money I could get more talk minutes and data. Big was my surprise when I got my bill beginning of December and I saw that I have charged for a full month for the Smart L package (R499.45) as well as for the Smart L+ package (R516.67). I immediately phoned the Vodacom Customer Care line and the lady I spoke to agreed with me that I should have charged pro rata for the one package and pro rata for the other. She created a query for me and I received a case nr almost immediately. I was told that I would take a couple of days to sort out, but that it should sorted out before my next debit order is due. 2 days later I received a SMS that my query has been resolved. To avoid confusion I phoned the Customer Care line and enquired about what the outcome of my query was and was told that : "It was resolved like you requested mam". So according to me the query was settled as I requested and that Vodacom would either reimburse me for the additional money they took from my account or that they would pass a credit note on my next statement. I received my January invoice a few weeks ago and I was very dissappointed to see that the credit had not been passed. Again I had to phone the Customer Care Line and I had to log another query. The lady that helped me this time however did not agree with me that I should have been charged pro-rata for the one package and pro-rata for the other one. She said no thats how Vodacom works and that I shouldnt migrate in the middle of the month. How on earth can this be fair. She did however log a query and I soon received the query nr via sms. Two days ago I received a sms that my query has been resolved again, however the statement tells a different story. I just cannot believe that the leading cellphone company in SA is giving its customers such bad service these days. Its like they seem to think that they have become untouchable and that they can just take additional money from clients bank accounts. And I think the worst part for me is the fact that they make it impossible for you as their client to sort out a mistake that they have made. I really think that its time to report all of these cases to the Ombudsman for Consumer Protection Services.</p>