Data & Airtime depleted

My experience with this network service provider for the last 4 days, has been nothing short of **********...and I have been a loyal client of theirs for more than 10 years now.

This all started on Wednesday, 15th of November when at around 13:27pm my airtime along with the data vanished from my phone. Then later on on the same day, in the evening I loaded airtime bought data and they vanished as well. I then logged a service request, which they responded the following day (16th of November) and "awarded" me with 250mb which apparently was a goodwill gesture and guess what.......that vanished as well after minimum usage, along with the airtime I had loaded the morning of the 16th. On the SMS they asked that I install data monitoring tools, data limiting tools. This is covered by the Samsung Data Usage functionality

I then went on to log another service request, where I also explained that my airtime that vanished was not returned along with the "250mb goodwill gesture".

Over the past 2 days (17th - 18th), I have had 3 incidents of a similar nature.

I then called in, and got through to Nohlanhla who referred me to Kearabile who went on to further refer me to Martha.

I then explained to Martha, the usage that I can see as well as the background data that has been used....this was assisted by the Samsung Data usage monitoring tool. I explained that I have had more than (min: 250mb & R31 airtime) vanish, and this does not balance out with the usage I could see from the tool...btw the dates on the tool are set as from 1st November.

Her conclusion was that, between myself and the phone we were the cause of this even though I explained that I have not changed the settings nor have I changed my usage from Tuesday, which was the last day I had a proper experience before this erratic behavior started on Wednesday.

She went on to insist that Vodacom WILL NOT REIMBURSE me nor will it do anything further.

I just need someone with Rationale that can understand that I'm a tech savvy person, and what I'm experiencing is not of my own doing or the phone's doing....as I'm the one that controls the phone behavior.

I have had a lot of airtime and data vanish, and would like to have it back...

Surely you can see that I tried to help the process, and I was patient enough as all this started on Wednesday up till today