Vodacom not willing to assist me with a ***** dispute

My experience with Vodacom has been totally **********. Utter disgusting service!!

A month ago, Vodacom deducted a hefty amount from my account. When I enquired about the deduction, I was told it was for Google Play subscriptions I allegedly signed up for.

In 2021 I approached Vodacom for an Apple Watch and received the watch. I don't recall receiving a Sim card with the watch but was told last month after the deduction from my account that there was an open line Sim card linked to the watch and that the Sim card was first inserted into a Samsung A04 in March 2024 for a few days and then taken out of the device again. During this time, I allegedly subscribed to something on Google Play Store. I advised the Vodacom agents last month that I do not have a Samsung phone and that I do not know and never used a Vodacom number. After hours on the phone with various Vodacom agents I was told they cannot help me as I did not pass security questions and that I needed to approach a Vodacom store with an affidavit and my ID to submit the ***** dispute (Just as a note, so much information was divulged to me about this matter only to be told at the end of the call that they cannot give me any further information because I couldn't pass security questions)

I proceeded to the police station and after standing in a long queue I was able to depose to an affidavit. Upon arriving at the Vodacom store, the agent was helpful and told me that the ***** dispute had been submitted, the sim card was blocked, and he then issued me with a new sim card that I had to pay for (That is currently still sealed) He advised that there should be no further deductions as I now have possession of the sim card and phone number.

Because I hadn't received feedback, and after seeing two additional deductions from Vodacom from my account for 31 May 2024 and 2 June 2024, I called Vodacom today and spoke to an agent who tried to assist. He advised that an investigation was done, and that the conclusion was as follows.

" Dear Naeelah Williams.

Kindly be advised that an investigation had been performed on your account and the online content service that were charged to your Vodacom Account, were for subscription service to a third party company, Google Play. Vodacom cannot cancel Google Play Subscriptions. Vodacom is only the Payment Gateway that was selected when subscribing to Google Play. This service was activated and approved from your device and simcard, therefore there is no refund due to you from Vodacom. Kindly forward any concerns, refund requests to the respective company, for the Google Play Store, please go to https://support.google.com/googleplay/answer/***?hl=en for more information. Please note that you may view your itemised billing via the website, www.vodacom.co.za,

We trust that this assists in clarifying matters.

Regards

Marvin Timm

Vodacom Billing Team."

(Wow!!!How helpful!!! After explaining in affidavit and over and over both in store and over the phone that the subscriptions couldn't have been approved from my device as I don't own a Samsung A04 and after explaining over and over that I have never used this number. The first time I became aware of this number was through a call with Vodacom last month)

The agent I spoke to this morning agreed that this is indeed ***** but still said I needed to contact the store that I purchased the watch from and get them to contact TPSD.

The lack of willingness to assist is **********. There is money still being deducted from my account and Vodacom wants to play ping pong with its customers.

Not once has my experience with Vodacom echoed its code of conduct. I have asked and pleaded over and over for help but to no avail. I have no choice but to refer this to the ombud.