Lack of accountability.

This evening my airtime and data went missing as I just started using my phone, after not using it for a couple of hours today. The last I checked my balances on the Vodacom App (which was around 15h02), I had at least R50 airtime and plus/minus 8GB's of data.

I subsequently then went on the Vodacom App to check my balances which were both 0.00. I checked my data history and it didn't show any unusual use of data and airtime. I then decided to call the Vodacom Customer Care number (which referred me to an automated system on WhatsApp which also gave me a breakdown of my usage). I selected an option "Cheque if I qualify for a refund" and the response from Vodacom was "as a once off gesture of of goodwill I can process a refund of R79.11. I then requested to speak to a consultant who told me that their "system" (the WhatsApp automated system) made a mistake, and that they can offer me R30.00.

Vodacom outright refused to investigate my issue and when I asked if I could escalate the issue, I was told "no".

What makes me angry is that this is not the first time my airtime/data went missing. The two previous times I let it go as they refused to refund me, but this seems to be a trend.

Vodacom is not the cheapest network around, but we continue to support. But it's these very thing that make us lose loyalty and support.

What also makes me unhappy is that when I asked their consultant for a place where I can lodge a complaint they just brushed me off by telling to go to www.vodacom.co.za.

I am really dissatisfied with their service and lack of accountability.