Talk time and data "forfeit"

As a loyal Client of Vodacom for close to 25 years, I am disgusted with the service I now receive from them. After many months or even years of buying additional data each month on my Vodacom contract, as my data usage have gone up gradually over the years. Last month, as it was my upgrade time, I decided to change my package from one where I have a lot talk time (800min - which I don't fully use &1,6Gb - which is too little), to a data package of 4Gb with only 150min (sim only). Its important to mention that I have been with Vodacom since its conception on SA market in the 90s. So I would expect to be treated with some respect. In contrary, they have decided to take me for a ride.

As agreed, my new package is supposed to come into effect tomorrow, 1 May 2019, but as of yesterday 29 April at 18h00, my service has been suspended due to insufficient balances. This is despite the fact that I had over 800min talk time remaining in the old package and 1Gb for 7 days data that I have just purchased 2 days earlier. All that is gone as of yesterday 29 April 2019.

After phoning 111 and having an one hour clueless discussion, Vodacom has now decided to be so "generous" and they reconnected my services with pro-rata balance of 5min. Thank you "generous Vodacom"!

What ready ticks me off is the fact that the staff of the Vodacom branch in Table View and call center are totally clueless and unsympathetic. For them we are just mindless idiots willing to pay for their ******* service. How do I even conduct a civilized discussion over the phone with someone who keeps telling me that I lost all balances because I forfeited it! how did I do that? also interestingly, I forfeited my balances 2 days before my new package started!? HOW????? Whats going on? Definition of forfeit: "To lose or be deprived of (property or a right or privilege) as a penalty for wrongdoing." The only wrong doing I see is no the side of Vodacom! Why should I be penalized for changing packages during my upgrade period?

I think I need to mention the fact that last month my service was also suspended due to some insufficient balance (running out of bundle) with over 1000 minutes and over 1 Gb data. Something to do with new rules being phased in on the 1 of March.

I want to make it clear to everyone reading this that I was not informed at anytime when applying for a upgrade to my new contract that Vodacom will ***** all my balance minutes and my data, that accumulated in my previous package and which I bought in addition to that. Over 800min. I have a screenshot on my balances available as of yesterday. I took it as soon as my service was suspended. Apparently I forfeited my previous balances when changing to need package! HOW? I paid for those! I didn't change from Vodacom to MTN or Telkom (I wish now I did). I'm still with you - VODACOM! Just new package.

Talk time aside, but how dare do they ***** my 1Gb that I purchased as an additional data valid for 7 days? that's not part of my previous package. Its not even a matter of money anymore, its about the principle.

I was under impression that new regulations imposed to all networks were supposed to protect the Client and to allow for services paid for to roll over?

How does this situation differ from theft or *******?

Needless to say more: Vodacom you have lost a Client today!