Vodacom Takes money Quickly but does not assist when a Refund us Due

I have made contact with Vodacom regarding an issue -

I paid my bill on 31 October 2023 for November 2023. On 3 November 2023, I was debited the same amount. I contacted Vodacom customer service to request a refund as I found it was completely unfair that my account was debited after I paid for it. (I have essentially paid twice for November 2023)

On 7 November, I reached out to Vodacom customer service again and was told by Candice Van Rooyen to email ***. Which I did and also attached my Bank statement highlighting both transactions.

On 10 November, I emailed again to follow up and cc'd Candice into the email, at this point, I was advised it would take 7-14 days to get refunded INTO MY BANK ACCOUNT.

By 14 November, there was still no response from either party and no response from Candice via email again.

On 15 November, I called in again and spoke to Sinalo, a customer service agent and I insisted to speak to a team leader or manager, and Sinalo put me through to Babalwa Petu who then tried to resolve the matter and asked me to resend those emails I sent to Candice and Refund, to her, which I have done. I told Babalwa that I want this amount in my bank account, and she said she will look into it and again, I was advised it would take 7-14 days.

On 20 November, I received an SMS stating that the request is closed AND that I will not be refunded but my bill for December will be credited. THIS IS UTTER BULL**** BECAUSE I HAVE BEEN UNDERSTANDING EACH TIME. Every time I call in, I am told "7-14 days" and I have now concluded that "7-14 days" is ONLY when EACH call was logged. On 20 November, I called in after receiving the SMS and spoke to Sylvia who had placed me on hold for 30 mins trying to get hold of a team leader and thought it was the biggest joke until demanded to not be placed on hold until she gets me a team leader who is available. Within a split second, Her team Leader Vuyo Tselapedi was on the call with me and attended to my query - AGAIN I HAD TO RE-INFORM SOMEONE ABOUT MY ISSUE. He then assured me that the funds were credited into my Vodacom account and he will assist in having it released into my bank account as per my initial request. I have still not heard anything back from Vuyo, who refused to provide me with his email address over the phone but instead gave me his mobile number and said I should SMS him so he can send me his email address. Up until now NOTHING!!! No response.

I just want my refund, but it seems like Vodacom are very quick and eager to take money from a customer that has been loyal and has never missed a payment. But when it comes to refunding they think its a joke.