Disappearing Airtime

I am currently working in Kenya and not wanting to run up a massive cellphone bill I diverted my number to my wife's phone. To ensure that I have enough airtime available I purchased a 400 minute airtime bundle on the 26th September . I have just migrated my cellphone account from a Smart L to a Smart S+ Top up . My Smart L contact expired on the 21st September and my new Smart S+ took effect from that day.

On Friday the 29th September I used the Vodacom App to check my airtime balance and there was 389 minutes left. On Saturday morning when I again checked my balance there was 6 minutes left. I asked my wife and she informed me that there were less than 10 calls since I left SA on the 26th of September till Saturday morning and they were all very short duration.

I contacted Vodacom via their Facebook page and since then it has been a nightmare. First I get asked to verify my account. Then I get asked to again verify my account, then I get told I forfeit any free minutes when I migrate,..........not possible I say as it is a bundle I purchased. Then I get told that there is proof that I purchased a bundle and I must please provide proof. I can not provide proof as I purchased the bundle using the App on my iPhone.

Today Vodacom acknowledge that I did in fact purchase a bundle but it was depleted due to call forwarding. I say that there must be some mistake and could they please look to see where the problem lies. Nope I must pay R14 for itemized billing and all my request for them to look at my bill to see where the problem lies falls on deaf ears. My argument that the nearly 400 minutes disappeared between Friday afternoon and Saturday morning and that my wife would have been aware of phone calls lasting nearly 400 minutes in a 12 hour period falls on deaf ears.

To add to the frustration I have now been communicating with at least 6 different people via email as every time I reply to an email from Vodacom someone else responds.