Data theft

This is a copy of an email that I wrote to Vodacom customer services after it became obvious that their service line was useless. I then got a reply to say that it was passed onto Tobi, in other words more nothing to show cos I know Tobi too well by now. So, here we go:

My complaint relates to my usage of data during the Night Owl period of 6 September. I've tried repeatedly to get sense out of your agents about this matter, but the call generally gets cut off before any result; they generally don't call me back on my Vodacom / alternative number provided; when they do call back they cannot hear me and they hang up. I've just been on a call with one or your agents, the call dropped, he didn't call back, and I couldn't then call because 'the system has recorded a high number of calls to customer service from this number, and they are unavailable' - ridiculous, cos the last time I called was 3 days ago. So, that whole avenue is useless, and I'm now left with no option but to write to you in another attempt to get this resolved.

My complaint centers around the fact that I waited until the Night Owl period start on 6 September, and only started using data once it had. I downloaded 14.95gb, and uploaded 2.45gb data between then and 0300. What Vodacom then did incorrectly was to deduct the 14.95 amount from my Anytime data, and the 2.45 amount from my Night Owl, when in fact the total of 17.4gb should have been taken from the Night Owl segment. I should then have been left with 1.67gb Night Owl (and not 16.62 as it currently reads) and 49.09 Anytime data (and not 34.14 as it currently reads). Please correct this so that my data allowances read properly.

I have attached a screenshot of my data usage, captured by Glass Wire, on 6 September. You can see quite clearly that the activity took place entirely during the Night Owl period, and that the wrong data complement was used incorrectly by Vodacom. During a conversation with one of your agents on Sunday 7, she asked me if I had a screenshot of my usage before this incident occurred; I told her no, that I trusted Vodacom to do the right thing, and never imagined that I might need to take screenshots to support my case in this instance (surely Vodacom should keep a record of this stuff, and not expect customers to do so because they cannot). Well, I'm not so sure that I trust Vodacom anymore. I hope that you can restore it by doing the right thing and restore the data that was taken from me. Right now, for me, Night Owl is a fiction to have customers waste their data.

Kind regards,

Roy Colvin