Airtime Disappeared

My Smart M contract expired in April 2017 and in June/July I took another contract uChoose Flexi 150. You did not change the contract until 01 November 2017, after I called several times asking why am I still on Smart M while I took the uChoose 150 contract. I never got any proper explanation from you.

a) Finally on 01 November 2017, I notice that the contract was finally changed from Smart M to uChoose 150, when I checked the balance around 05h30 in the morning, I notice that I had more than 143 minutes of airtime. During the day at 13h33 I made a call and I was left with more than 133 minutes of airtime. b) I am using a Samsung J7 dual sim card phone, I use the Vodacom sim card for Calls and Text Messages, and the FNB sim card for Data (I've been using this phone when I was still on Smart M). When I use the FNB sim card for data, the Data/Airtime on my Vodacom sim card is not affected at all. c) At home I have a Wifi with CellC, when I get home my phone automatically connect to the Wifi.

With reference to the above background, I went to bed last night at around 21h00 -22h00, when I checked the Airtime it was still above 133 minutes (as it was after I made the call during the day), as I always do before I sleep, I switched off my Wifi and Data (data running on FNB sim card). When I woke up this morning, I switched the Wifi. I also checked balances of both sim cards: Vodacom and FNB (I always do every morning), to my surprise the 133 minutes on my Vodacom sim card was gone.

I called the your Customer Service Department, I spoke to Amanda, Reference Number for the call is ********** 4. She told me the Vodacom airtime was depleted: (i) She said the phone was running background apps that is why the airtime was depleted. I explained that I'm using the FNB sim card for data and when I went to bed last, I had more that 133 minutes, I also switched off my Wifi and Data (as per the background provided above). (i) She then changed her story and said I login on my data around 05h00 in the morning of 01 November 2017 and the data was running since, that is why the airtime is depleted because the contract package do not have data. I explained again that I am not using Vodacom for data, I also have a Wifi which I connected to when I got home in the after (01 November 2017) and that when I went to bed I still had more than 133 minutes of airtime and I switched off Wifi and Data (running on the FNB sim card).

I believe she failed to provide me a suitable answer of why my airtime was depleted, I advise you to listen to the tapes because she changed stories 3 times.

My questions are as follows: 1. Why it took Vodacom so long to migrate me from Smart M to uChoose Flexi 150? 2. What happened to my airtime given what I've explained above (sim cards, wifi at home, switching off wifi and data, going to bed with more than 133 minutes and waking up with 0 minutes)? 3. Why am I getting a raw deal after being a loyal client for many 10 years with you, why now?

I want my airtime back, please see to it that I get it back as soon as possible.