Data billed - not allocated. Call centre cannot resolve query

On the 3rd Feb 2018 at 19:43pm, I called the call centre and spoke to a man - Neo Mpete to enquire about my data for the month, an allocation of 3GB is given monthly to my account for which a deduction happens monthly. For this month on the 3rd Feb 2 days after I was expecting my 3gb allocation I was still not able to access the internet. Firstly can I start with the quality of assistance - shocking, unprofessional, Neo thought I was a friend not a customer, after a 10 minute experience of being transferred from pillar to post as no one in the call centre knew who I needed to speak to about the above issue. The call quality was poor- all I could hear were other people chit chatting on the background. After 45 minutes of speaking to Neo he still could answer me as to what happened to my data allocation for the month. His response was that he will log a call for a technician to check what happened and that I can would wait 15 days for a resolution, but from what he could see on the system the data was allocated and the full 3gb was used up on the 02nd Feb.

I cannot believe this explanation as I have been on this contract for 2 years and every month 3gb is enough to carry onto about 2 weeks of normal use of internet, facebook and the likes (no videos) and on the 2nd Feb I remember struggling to connect to the internet even on that day - so I cannot understand how I could have used up 3gb just like that.

I asked to speak to his supervisor, I was then given a lady by the name of Norma to chat to. I was again not given an answer however she committed to sending me the breakdown of what they were looking at on the system as to where my 3gb was used up. It has been 13 days- I have received no email or call to follow up on the above. I still don't know what happened to my 3gb and money was deducted this month for the data I have not received.

I don't know on whose table this complaint will land up on- but please can you understand I am highly frustrated with your service. Why 15 days when you have deducted monies from me on the 01st already?- I can honestly say after this experience and the fact that the plans on Vodacom are already not competitive to the rest that I am no longer interested in being a customer here, and that's after 10 years of being with Vodacom. I am considering not continuing on the data contract or the SIM - I just am tired and feel its convenient to treat customers like toilet paper because we are so many of us out here.

I hope that in the future your waiting lead times will improve for the customers that remain behind.

Do I want a resolution?- yes. Do I want my monies deducted for the month back? - yes Do I want my itemised billing (that shows what site ate my 3gb in literally 1 day) ?- yes Do I want an apology for the level of poor service experienced?- yes Do I expect an improvement in the future? - honestly NO Do I rate other service providers as more appealing? - after this Yes.

Overall mood- highly irate, please can someone just have the decency to get back to me and not after 15 days, today. I am sick of waiting.

Kind regards (076) **********