MISSING AIRTIME AND RUDE CUSTOMER SERVICE AGENT

<p>There is currently a trend of ‘missing airtime’ on my Vodacom phone. Last night my balance of R93 suddenly changed to R1. I bought a My5 Talk bundle which gives me 60 minutes to talk to linked Vodacom friends. I called my mom for 5 minutes 36 seconds and then I checked my balance and had 53 minutes for My5 and called my friend who is also linked as a friend for 49 minutes and 20 seconds while I was on the line I heard a beeping sound like when your airtime is finished and suddenly the call was dropped. I was surprised but in a few seconds she called me back for 44 minutes and 52 seconds. After our conversation, I called Vodacom Customer Care on 111 at 20:58 and spoke to a very rude girl. I am not sure what her name is, Maga or Magda (just not sure). Despite being kept on the line for so long for my line to be picked-up, she kept putting me on hold. She disputed my complaint and said her system shows her that I was on a call for 1 hour 45 minutes. I tried to explain to her that I recently had a similar problem on the 23 December 2015 and the Call Centre Agent put me through to the Solutions Department and my airtime of R33 was refunded but the girl I spoke to yesterday said she cannot put me through to the Solutions Department from her phone and that ‘she will only say what her system is showing her’. She said she will log a call for me and this is the reference 1_ ********** 228920. Throughout our conversation, she kept putting me on hold and was really unpleasant to speak to. She really seemed uninterested in her job. Please sort your systems and Call Centre!!!</p>