ALERT SMS DATA REMAINING

This e-Mail concerns the data usage on a Vodacom contract Wi-Fi modem.

Contacting the “Customer Care” department is a total waste of time, as;

1. Answering time of a call is ridiculously long. 2. Consultant is unable to understand and / or correct any descrepancies.

Background

The web address: http://vodafonemobile.wifi/home.htm details the usage and connectivity of the modem.

At the beginning of each month the “Total Volume” is reset to “0”. This enables me to control data usage between “Ant Time” data and “Night Owl” data. According to my contract I have 10 gig “Any Time” data and 10 gig “Night Owl” data.

According to the “account” tab on the above mentioned URL there is the following data amounts: • You are on a MyGig 10 PromoR499 24M Cont package. You have 12.30 GB data; • 7.97 GB Night Owl

For ease of reference attached is a screen grab (Vodacom 1.jpg) of the web page.

According to “SMS’s” received, the “Night Owl” is depleted and only an amount of “Any Time” data of 3.7 gig.

For ease of reference attached is a screen grab (Vodacom 2.jpg) of the web page.

12.30 GB minus 7.97 GB = 4.33 GB and not 3.7 GB.

Complaint

The previous two (2) months the “Any Time” data was combined with the “Night Owl” data. This created utter confusion. The customer had to subtract the “Night Owl” data amount from the “Any Time” data to establish the remaining “Any Time” data.

This month (September) the data allocations were returned to the “Old” and preferred way. “Any Time” data and “Night Owl” data on their own.

As can be seen from the “Background” paragraph supra, there is a huge discrepancy with the remaining data and the “SMS’s”.

Resolution required

It would be highly appreciated that concrete clarification be submitted via return e-Mail.

It is very disparaging and frustrating to receive notifications that “Contract” data amounts are not allocated correctly.

Also, that incorrect “SMS’s” are sent to customers regarding the usage of data.

I very seldom use “Any Time” data and mainly make use of the “Night Owl” data. The reason for this is that although the customer has paid for data, any unused data is “Forfeited” if not used. Data carried forward was 5 GB plus, thus a total of "Any Time" data was 15 GB plus. According to SMS Alert I have used 22 GB of data.

Thanking you in advance

Mr TJB van Onselen ********** ********** ********** Account number: I ********** -6