Disgusted at service received this morning

I called the Vodacom 111 call centre this morning - The lady who answered sounded asleep anyway she could not help me and transferred me to Vodacom Blackberry support. The lady who answered has putrid english and did not seem to understand what i was querying and kept passing the buck back to me. I asked for a Team Leader Mpho who also sounded disinterested and actually bothered that i wanted my call escalated to a senior. when i said i will log a hellopeter she said Ok.. I took an airtime advance yesterday of R5 and i sent 2 sms's and had a balance of R3. This morning the airtime is gone, i was told i went to a website and that took my airtime as i dont have BIS - i do have an active BIS account and i used the same website on numerous occassions and the site never deducted my airtime at all so why now?<br> the agent i spoke to and mpho the team leader provided me with no answers and did not seem to want to hear and try and understand the problem i was experiencing..totally disgusted with their attitude