Data and airtime removed - yet customer care says its still there

<p>From yesterday around 3pm (29 November), my wife's phone stopped allowing her to call. It worked fine up until then and she had checked her balance before showing her almot R200 airtime and over 450mbs of data. She dialed *111# of the issue occured and it says R0 airtime and 0mb data. However when we dial 082 111 and check her balance, it says she has over 450mbs of data and R143 airtime. We upgraded her contract at the beginning of October and the package kicked in on 1 November where she receives R200 airtime and 500mbs each month. She also tracks her data usage and has set her limit to 100mbs for each month. The current data usage for November is 56mbs.</p> <p> </p> <p>I went in to customer care at Somerset Mall, and they did not believe the issue I was having. They were persistent in saying that my wife used up her airtime and data by going onto the internet, even saying their technicians have confirmation that my wife was on the internet and used all the data (which is a complete fabrication). Only on the third time I returned to the store and dialed 082 111 in front of them did they beleive that I had a case to log a complaint. They also had the audacity to say that I must request an itemised bill if I want to see the usage, but could/would not provide any proof that she used up her airtime or data.</p> <p> </p> <p>I would like to have my wife's account audited (at Vodacoms expense) for the month of November, and her account reimbursed with whatever data and airtime was taken by Vodacom ********ly. There has clearly been a glitch on the system, and I was told that my complaint can take up to 14 working days to be answered. I am not prepared to wait that long, as well as sit with a phone and contract that is unable to be used because it says no airtime or data. I'm still being billed for the whole month but my wife is still not able to use Vodacoms service since this issue has occured.</p> <p> </p> <p>I would very much appreciate feedback asap and would like for this issue escalated further immediately so my wifes account can be investgated and we can be provided with an explanation for the error that occurred. I would also like an apology for the poor service that I received when raising the issue, as I was made to feel like a **** and told there is no groud for complaint as my wife must have used up her airtime and data within 3 hours on Tuesday 29 November. I was given a reference number of the complaint which was eventually issued 1- ********** 00574. Not sure if there is any use of ever using a reference number as it feels like nothing ever gets done once a complaint is logged. (Had a previous issue on my wifes account where it took over 6 months to reimburse her for a monthly charge being levied on her account for a **** service which was accessed from a device we dont even own.)</p>