Vodacom Taking Too Long To Refund Me

On the 30th of January 2024, I made a payment to ny Vodacom account using the MyVodacom App. My bank account took this as a card swipe/purchase. This change occurred after they switched my debit order date to the 1st of each month. I didn't know about this/ wasn't told about it.

I made this payment because I was trying to avoid a situation where my service is blocked as they didn't debit on the 25th which was our agreement.

Subsequently, on February 1st, 2024, I discovered that a debit order payment had been processed, resulting in a double payment. I explained this situation to the email I sent to the refunds department and they keep on asking me for a POP.

I've explained to them that I cannot provide a proof of payment for a card transaction.

It's been now 13 days of back and forth. I want my money back. My account is clearly showing I have a positive amount and the statements also show these two transactions.

This is not a good service, and also taking a week to respond to an email query is not good service.