Tag: bug

Vodacom is reimbursing subscribers who were affected by a billing issue on Monday night, the operator said on Twitter.

Customers took to social media last night, causing Vodacom to trend on Twitter, to complain about disappearing airtime and data.

Those affected by the billing bug complained about missing data and airtime depleting for no apparent reason.

Vodacom has committed to ensure that all affected customers will be refunded in full. On Tuesday morning, the mobile network said it had begun the process.

Vodacom said that all out-of-bundle charges incurred during the incident are being refunded, and that depleted bundles are being reinstated.

The technical glitch that drained data bundles from numerous customers was sparked by a configuration change to the network’s billing system.

Vodacom told Fin24 that the incident had been the first of its kind.

“The issue was caused by a configuration change on our prepaid and top up billing system that was problematic. We were able to isolate the cause and roll back this process during the course of last night (Monday),” Vodacom spokesperson Byron Kennedy told Fin24 on Tuesday.

Kennedy said Vodacom had already reimbursed customers affected by the billing issue. All out-of-bundle charges incurred during the incident are being refunded, and depleted bundles are being reinstated.

“We are committed to ensuring that all customers are refunded in full,” Kennedy says.

Any customer who has not been reimbursed for their data loss should contact the call centre on 111, Vodacom said. The network would then conduct a short investigation to verify the amount of lost data, before refunding the user.

By Jan Vermeulen for MyBroadband; Kyle Venktess for Fin24

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