Frustrating the customer service levels once again

It's been two years now that I have had this off-on gripe with the availability of suitable help at Vodacom. ***** was committed on my account two years ago and ONLY after I desperately contacted Angelique Van Aarde at IOL, and she kindly supp**** me with the email addresses of one Byron Kennedy did I get some kind of result. He delegated my problem to a very efficient young lady by the name of Zanele Vokwane, who through much effort was able to resolve my issues and my account returned to normal. Needless to say , my experience taught me well and every month when I receive my account I am still anxious that the amount due is going to be a ridiculous, and lo and behold it happened this month (January). Suddenly an extra amount of R700-00 appears for data usage appears on my account! Now this is strange because Ms Vokwane capped the line for me back when she was solving my issues. All my other accounts except my personal mobile are capped and this is normal. Here's my problem with the bureaucrats. I sent a mail through to Zanele's mail address only to be sent an auto-reply to inform me that I need to go through the call centre before I can get help! Vodacom's decision makers are living in another world! YOUR CALL CENTRE DOES NOT WORK when it comes to matters like this!!! I now have to explain to some person on the other end of something they will no nothing of and for that matter not care!! I have established a relationship with an efficient staff member who, if not the right person, could ensure that my problem gets to the right person.