Vodacom ***** Dispute Unresolved!

I upgraded my number online in March 2018 (this year) which included a new phone. A new number was added to my account in June 2018 without my approval - I was not even aware of the addition until I had been charged for it at the end of June 2018. This bounced my other debit orders and put me in a very serious situation with my insurance and medical aid.

I called customer care as soon as the debit order went off and was told that ***** had been committed on my account and that I would have to submit a letter, copy of my ID and 3 of my signatures to register the dispute. I did so and have received a reference number from an automated response.

Since the end of June 2018 to now I have had no follow up on this problem but have been debited every month for the additional number which I did not approve on my account. I have had to call in to the ***** department numerous times to find out why the line had not been removed from my account and all I get is "they are still working on it". I have spoken to customer care about the additional money debited from my account to which they told me "I must not worry as when they resolve the issue that I will be paid my money back".

I do not have the funds to pay and pay and pay Vodacom for their **** UP only to be told "they are still working on it" and "I will get the money back when it has been resolved". Where on this green earth does this make any sense? It is ******* to open new numbers on someone's account without their authorization as well as to debit the money for it when they did not open the new number!!!!!! I do not have this money!!!!!!

Why did we go through this RICA and FICA if Vodacom itself commits *****!!??

The real kicker on top of all this is that a Vodacom customer care consultant told me to put a stop payment order on my bank account to stop Vodacom debiting the additional amount from my account. I asked her what would happen to my account if I did this and surely it would not be the best way forward. She told me my account would fall into arrears and that Vodacom will lock my account and I will not be able to use the current number I pay for. Where is the logic in all this!!!!???

So this is my final straw. I have done everything I was told to do by Vodacom customer care and ***** department and have had NO resolution. Now it is Vodacom that needs to step up and resolve the problem THEY are responsible for. And NO! I will NOT PAY for the cancellation of the number **********ly added to my account either!!!!!!!

I am disgusted in the lack Vodacom's ability to resolve this promptly and with no apology since it is CLEARY a problem on their side.

How do I know this? Because I was told by the ***** department. At first the call center agent derisively told me that "I did not understand what I was doing when I upgraded my number with the shop consultant and that I had made the mistake". Only to then look further on the system and say "Oh I see you upgraded online". I asked her to tell me what exactly didn't I understand? That I am a complete idiot because I did not understand the sales consultant at the shop? Very strange because I did not upgrade at a shop, I upgraded online. All of this is recorded on their system.

So YES Vodacom. THIS IS YOUR **** UP! YOU FIX IT! I will recall every debit you make until this matter is resolved. It is unacceptable that I am expected to pay for your **** up and no attempt to resolve it.