*********** consultants have no clue how cell phone contracts work

I had a Vodacom Samsung S6 contract from March 2016 till March 2018 on which I chose the package to get R200 airtime per month instead of airtime, data & sms’s. I was then told that for the first 3 months you cannot accumulate this airtime but after that you can and that was exactly my experience. This contract is most of the time used for internet purposes and very little for voice calls so most of this airtime is transferred to buy data. As the phone runs most of the time on my landline wi-fi and not on mobile data the airtime tends to accumulate, sometimes up to about R700. I upgraded the contract to a S9 in March 2018 where I once again chose the package where I get R220 airtime per month and the airtime balance on the S6 was transferred to the new contract. The consultant told me that with this R220 airtime I can do as I please, voice calls, buying data, sms, whatever. I have to mention that with the S9 I bought much more data with this airtime money than with the S6. I never had any problem with that and never lost any airtime in all the time from about June 2016 up to now. Now suddenly on 31 Oct 2018 at 23:33 I checked my balances and I had R448.04 airtime. At 03:14 on 1 Nov 2018 I checked again just to check if my R220 airtime was added and saw that my airtime balance was now R660.00. As my phone was still running on wi-fi and I didn’t make any voice calls in my sleep I couldn’t understand why there is now suddenly R8.04 airtime short on my airtime balance. The evening of 1 Nov I called Vodacom customer service on 111 and spoke with Noma Sonto who told me that according to her system the R8.04 was subtracted from my balance because it has not been used. According to her you can only accumulate the R220 airtime up to 3 months after which you loose the balance that has not been used, so the R8.04 was the unused balance of the R220 that was older than 3 months, so you can only have a balance of R660 accumulated airtime max. I didn’t agree to this explanation because this is not how I was informed when I upgraded the contract and I also didn’t experience it previously as I sometimes had up to R800+ airtime balance that I didn’t loose. She undertook to investigate the matter and would call me back on 2 Nov after 16:30 (that never happened). On 3 Nov I called Vodashop Menlyn at ********** from my Telkom landline and spoke with Markus who tried to explain to me that in fact you can accumulate this R220 airtime for only 60 days after which you loose the unused balance. When I disagreed with him because of the same reason mentioned above, the call was suddenly dropped. I directly called again and spoke with Zoe who then told me that you can only accumulate this R220 airtime for only 6 months after which you loose the unused balance. In fact you can accumulate it for 5 months and loose the unused balance in the 6th month. That means you can actually have at least R220 x 5 = R1100 balance and as I only had R448.04 balance just before the 1st Nov R220 was added that only accounts for the last 2 months airtime with the R8.04 the balance remaining from the 3rd month, so why did I loose that R8.04 because it was only in the 3rd month, not the 6th month. She then told me that she can’t tell from her system from which bundle (I don’t get bundles) this R8.04 was remaining so I have to come in to the Vodashop to log a complaint in person and only then they can investigate the matter. Now I ask you what is going on here. THREE consultants each tell totally a different bull dust story. And I still don’t know why they subtracted the R8.04 from my airtime balance. It never happened before so I want a reasonable understandable explanation. I mean my contract is straight forward. I pay my monthly agreed instalment by debit order and Vodacom gives me R220 airtime, for me to do with it what and as I please. As I checked my records I have receive in the 7 months this contract exits R220 x 7 = R1540 airtime and I spent R1091.96 on mobile data, voice calls and sms’s to leave me with a balance of R448.04. So how can it accumulate to any extend for them to take it away because I didn’t use it. I think here is some *****ed thing going on and demand an explanation as their consultants don’t have a clue of how their contracts operate. PAY BACK MY MONEY!