Vodacom ruined my good credit

Ever since the inception of my new contract in July 2022, Vodacom has taken it upon themselves to debit whatever amount they see fit every month. It's always more than what I agreed to in the documentation I signed and every month they have an excuse as to why that is.

In September 2022, I decided to cancel the insurance for the devices because I felt it was too much and not everything I received in the contract was covered (package deal). The one sim card was converted to contract and the other remained on prepaid. The prepaid device's insurance was cancelled immediately, but the contract device's insurance I was told can only be cancelled at the end of that month and I will still be liable for that month's premium. I understood this and agreed, and prepared for September's premium to be the last. To my surprise, I was still being charged a premium for October. When I queried this with Vodasure, I was told they need to investigate and get back to me, needless to say, nobody did their job. So I kept calling and requested to speak to a manager at least twice, and every time I was told a manager is unavailable, but I can send an email to the manager. My emails went unanswered by this manager until my debit went off at the end of October without anything being resolved. In the month of November, I was credited for the insurance and my debit was collected.

Fast forward to December, I received notification that I will be debited on the 22nd. By the beginning of January my bill had more than doubled and so I queried it. I was told that the debit was attempted and returned because of insufficient funds, imagine my surprise because I hadn't received bank notifications of this and there was more than enough funds available at the time. I was also told that a penalty was app**** because the debit was unsuccessful AND THEY HAD OVER CREDITED ME FOR THE INSURANCE, SO THEY ARE RECOVERING THESE FUNDS TOO. I was then told that I need to send my bank statement through to prove that there were funds available in my account. I also requested that they run a debit ASAP, so that my December debit doesn't go unpaid. The rude consultant processed this, but with R11 less than the amount I requested to be debited. This debit was processed 2 days later. I then sent my bank statement to the email address provided to me and for days, there was no response. I called again and was told that I need to resend my bank statement and that the amount besides the penalty is just my installment, it has nothing to do with the insurance or the credit issued (once again Vodacom debiting whatever amount they want). ALSO, that the debit was unsuccessful because there was a stop put on the debit at my bank (a different excuse to the previous one of insufficient funds).

I resent my bank statement and the very next day, I receive an SMS that says the penalty has been removed. According to me, this means that I have proven that there was no attempt on my account and there were sufficient funds in my account for the debit to be collected. This tells me that Vodacom just made up a story about an unsuccessful debit (and then a stop by the bank) to collect bogus penalty fees. There was not even an apology for this mess.

The biggest problem with all of this, is that I discovered a couple of days ago that my credit report now says that I have missed my January payment for Vodacom. This has affected my credit status, which I work very hard to keep in good standing. Now Vodacom has come along and ruined it with 2 conflicting stories that they themselves don't even know which one is correct. Was it insufficient funds or was there a stop on the account? Which one is it? How am I supposed to trust that you know what you're doing?

I need to know how and when Vodacom is going to fix the mess they've created, with absolutely no remorse! Somebody had better get back to me with an apology and a plan that is going to correct the situation. This is my life, not some game you can play. Disappointed and angry doesn't even begin to describe it!! Just as Vodacom records calls, I do too.