About 200,000 Vodacom accounts have been affected by a technical glitch that resulted in customers being incorrectly double debited twice last week.<\/p>\n
This is according to an updated statement from Vodacom on Tuesday, as the company continues processing refunds to affected customers.<\/p>\n
On New Year’s day Vodacom sent an SMS to customers informing them of the glitch. The company promised to \u201censure that refunds and all associated charges are paid by close of business Monday at the earliest\u201d.<\/p>\n
In its statement on Tuesday, the company said the \u201cmajority of refunds were processed yesterday (Monday)\u201d and that it expects \u201call funds to reflect this morning\u201d. Vodacom further added that the balance of refunds is expected to reflect \u201cduring the course of the day\u201d.<\/p>\n
\u201cThe incident, which affected approximately 200,000 accounts, was caused by a technical problem with certain payment files that resulted in a selection of accounts being presented twice for funds collection,\u201d said Vodacom\u2019s executive head of corporate affairs Tshepo Ramodibe in an emailed statement to Fin24.<\/p>\n
\u201cWe have reviewed the incident and associated processes to rule out a recurrence,\u201d Ramodibe said.<\/p>\n
The executive further said that Vodacom is working with financial institutions to \u201cfinalise the bank charges related to the erroneous debits and would like to assure our customers that these will be repaid to them as per our commitment\u201d.<\/p>\n
Several affected Vodacom customers told Fin24 that they had been reimbursed on Monday but had not been paid associated banking charges for the double debit orders.<\/p>\n
Mohamed Ismail told Fin24 in an email on Monday evening that he did receive a refund but that he \u201cdid not get reimbursed for my bank charges\u201d.<\/p>\n
Another Vodacom customer, Santel de Lange, also questioned when extra bank charges would be paid by the company.<\/p>\n
\u201cVodacom refunded my double debit order tonight (Monday night), but not a cent extra for the apparent bank costs they also said will be reimbursed,\u201d De Lange told Fin24 in an email.<\/p>\n
\u201c(I) was just wondering if other customers received theirs, not even to mention those who had to endure extra costs for insufficient funds,\u201d queried de Lange.<\/p>\n
Vodacom is South Africa\u2019s biggest mobile network with over 30 million subscribers.<\/p>\n
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