Forfeited Airtime after Vodacom system change

Since November 2018 we have been in contact with Vodacom with regards to Airtime expiry dates.

We went to Vodaworld to discuss this with client care and spoke to the following people: Elysia Pillay Tshepo Letseli

They assured us that we would not forfeit any Airtime. In the event that we would, it would be re-allocated. These 2 people gave us their e-mail addresses but never even bothered to respond

We noticed in November on Vodacom’s website that their system had changed. All Airtime that previously had an expiry date of 1 March, 1 April and 1 May was bundled together and scheduled to expire on the 1st of January. After bringing this to Vodacom’s attention, they then moved the expiry date of this “bundled” Airtime to the 1st of February. We forfeited quite a substantial amount of Airtime across all our contracts on the 1st of February.

I had been in contact with M****ha Alwar. After initially trying to assist me, she closed the call on 21 Dec 2018. When I asked her to re-open it, she said she would be monitoring our Airtime.

I am quite convinced that many unsuspecting Vodacom clients lost vast amounts of Airtime on the 1st of February 2019 and were not even aware of it.

Apart from the abovementioned persons, we have also telephonically dealt with: Innocentia Motebe

It seems as if the Vodacom personnel does not understand the problem. Their answers changed all the time. They kept on telling us that our Airtime expired because it was older than 3 months (or some said older than 5 months). This is NOT the problem.

The real problem is: Airtime that had already been allocated and which was supposed to expire on the 1st of March, 1st of April and 1st of May was lost in February!

Can someone who knows what is going on please get back to us?