Alternate message destination selection

I wrote about procedural issues ie undefined process management between technology and customer care, the other day.

Who actually, within Vodacom, looks after cross process or inter departmental process definitions? You know, the ones with swim lanes?

Take my case for example. I buy a Gig a day while waiting for the link up to another provider for an uncapped rate.

The system apparently warns me that I have hit the 500mb mark and maybe a lower mark. The granularity of the threshold should be selectable.

But Customer Care doesn't get it yet!

I use a Router. The SIM card is IN the router. I dont get any messages!

Any clear thinking process definition would enable me to define an alternate message destination ie my cell number

These are basics guys! Define your processes professionally please!