Minutes & Data do a disappearing act

Never in the 3 years I have been on this contract have I ever run out of airtime (or come close even) or run out of data. Suddenly when trying to make a call yesterday afternoon I was told I have no airtime or data suddenly. This concerns me as I am pretty much always on WIFI so how would I have used my data while sitting on the wifi and why did the data being used use up my minutes simultaneously. I am concerned that my account has someone been hacked and my money is being used up by someone else. The agent I spoke to yesterday was useless- her whole tone on the phone was down and unhelpful. she keep going silent so I wasn't sure if she was still on the line or if the call had dropped and later in the call I could here her bantering with her colleagues which just got me more angry. There needs to be a better process to investigate what ahs happened and refund the client accordingly so that they don't decide to leave your brand and advise their networks to do the same based on such a bad experience<br> <br>