VODACOM DEBITED MY ACCOUNT FOR AN ACCOUNT I DO NOT HAVE & REFUSE TO PAY ME BACK

Good Day

I am a client of Vodacom where I have 2 cell phone contracts with them for numbers ********** 067 & ********** 357, and I have a prepaid number ********** 759.

Towards the end of January 2019 a Vodacom agent called me on my prepaid number ********** 759 asking to continue the call we had regarding adding another contract. I then advised the lady I was not on the phone with anyone & did not request for Vodacom to add an additional contract to my name. the agent confirmed the person had all my personal information therefore she assumed I was the person requesting the additional contract for the number ********** 262. I advised that this be cancelled immediately as I again distinctly told her I do not want another contract and that thy flag my account that no transactions be done on the phone or online and that all upgrades or new contracts be done in a Vodacom store with my ID and proof of address. Once she realised it was not me who requested this additional contract the agent then advised that everything had been cancelled. I was transferred to various people in various departments to make sure this had been cancelled. I was then told after being on the phone with them for more than an hour everything had been cancelled and sorted.

However on the 2nd of March I checked my daughters cell phone ********** 067, where I came across the debit that Vodacom had done for the amount of R3531.07. I immediately called the Vodacom customer care and spoke to Ntombi who advised that the billings department was not informed and that my account was debited for the ********** number ********** 262 as it was an open line. I received an sms with a ref number 1- ********** ********** and was advised they would escalate my matter. On the 4th of March I called Vodacom again asking what the progress was and why my account was debited when I immediately informed Vodacom this was a ********** activity they sent me another ref number 1- ********** ********** and also said it would be escalated. On the 5th of March I again called the customer care and was given another ref number 1- ********** ********** where I was given an email address to email the ***** disputes department which I did the very same day. I received a mail back from the disputes department with ref number EC-1RYU-2IOEUJ.

Today 12th March I called Vodacom again wanting to find out when this issue will be resolved and that my money must be paid back to my Standard Bank account, the agent I spoke to advised me that Vodacom was transferred R3180.75 back to Vodacom account where my monthly payments of R350.32 will be deducted and my bank account wont be debited until this R3180.75 is used up. VODACOM HAS TAKEN R3180.75 FROM MY STANDARD BANK ACCOUNT WITHOUT MY PERMISSION FOR A ********** TRANSACTION AND NOW THEY STILL WANT TO KEEP MY MONEY. I WANT THIS R3180.75 TO BE PAID BACK TO MY STANDARD BANK ACCOUNT IMMEDIATELY.