Vodacom disappointing service

I have been contacting the Vodacom call centre since last week and to date my query has not been resolved.

I am the holder of several contracts with Vodacom. My contracts are top up/prepaid or limit set in order for a consistent monthly bill.

I have had no problems with my billing up until my latest bill where I was billed extra.

Upon enquiring I was informed that we bought a 3GB recurring data bundle that was billed from Mar to Apr.

I informed Vodacom that the 3GB was not purchased by us. I was informed that it was purchased on a Sunday night on the 7 Mar....what reflected on our side however, was the 1GB that we DID purchase and the sms confirming this 1GB purchase. I also pointed out that if you look at the history of the purchases, you can see that the 1GB is a regular purchase.

Long story short, several phone calls later brings me to this point:

I was informed by one consultant that I would be refunded and someone would contact me - NOT DONE I was informed by another consultant that a refund request was going to be sent through as it was not done by the previous consultant - NOT DONE I was informed that I cannot get a refund as the system shows I purchased it - I advised that I did not and to please listen to previous recorded calls, was advised that it would be escalated and someone would get back to me - NOT DONE Yesterday, I followed up on my escalated query only to be informed that the matter was closed.

Apparently "back Office" looks at it, says the purchase was done and tells consultants to just inform customers of that.

To say that I am disgusted with this excuse of customer service is an understatement. I find it unacceptable that if a matter has been escalated to just leave the customer hanging like that. And it seems that when back office logs their comments then it is the final word. I had to to re-explain my query to the consultant who refused to grasp what I was saying as "back office"said so - but I am denied speaking to Back office.

After demanding several times to speak to someone higher up - I was eventually put through to a "Manager"- I had to explain AGAIN that yes I understand what Vodacom is saying which is this : Back office investigated the matter and according to the system we purchased the data.

I told the "Manager" that we did NOT purchase the data and there is no evidence on our side that we did, that what we DID purchase was the 1GB which we received and was confirmed by the very system that "apparently' says we purchased the 3GB.

I was informed by the "manager" that I would be refunded via airtime. I told him that is not acceptable, I budget for a monthly bill - i do not want to be refunded via airtime I want my monies returned that Vodacom stole from me.

Extemely disappointed