VOX Account Billing confusion

I’m reaching out regarding a discrepancy in the billing for my internet services.

As per the 12-month contract I signed, my payment structure is clearly outlined as R440 for the first two months and R801 for the subsequent ten months. The installation of my internet service was completed on 6 December 2024, and I was billed R333 for December, with the payment due on 2 January 2025. This was correct, and I was initially impressed with the billing accuracy.

To ensure I maintained a good payment record as a new client, I voluntarily paid R400 on 21 December 2024, leaving my account with a credit of R67. However, on 2 January 2025, I noticed an attempt to debit R333 from my account, which was rejected. Despite my account being in credit, I began receiving messages stating that I had missed a payment.

Unexpectedly, I was then billed an additional R373, also due on 2 January 2025. This second payment was supposed to be due on 1 February 2025 as per the agreed contract terms, yet I was effectively forced to pay two months’ charges within a single billing cycle.

I find this situation both frustrating and confusing, especially as I was attempting to be proactive in managing my account. I kindly request clarification on why this discrepancy occurred and how it can be resolved to align with the contract terms. I did speak to a person working with accounts however they could only refer to the statement and could not relate to my issue after a 35 minute conversation. :)