Unacceptable service from Vodacom employees

Since I renewed my cellphone contract I have been battling to get someone at Vodacom to advise me how many minutes of talktime I am getting. No-one can tell me, they keep quoting the Rand value which is meaningless and does not answer my question. Their employees at their one East Rand Mall shop and their employees on Facebook Messenger are unable to answer my question.

A few weeks ago I received an email from Vodacom advising me that they are moving me from one plan to another which will increase my monthly cost. They happily told me my talk time will increase. Their Messenger staff are unable to tell me how many minutes I will get. This is unacceptable.

Some history: Last year I had a shoulder operation and because of POPI I had to arrange everything myself with the hospital, medical Aid etc. I ran out of talktime, fortunately I have a second phone. I have been with Vodacom for around twenty-five to thirty years and I have never run out of airtime. I have always had a contract. At one point I had five hundred free minutes. No-one at Vodacom can tell me what happened to them.

After I had finished my medical arrangements I went back to the Vodacom shop in the East Rand Mall to enquire why I had a talktime limit. Everytime I have renewed my contract I have told the Vodacom employee doing it that I want the same contract that I previously had. I tried very patiently to tell her that I had never ever run out of talktime. She told me that I had the same contract as previouly had. When I disagreed with me she got angry, surly and unhelpful. I logged a complaint via Facebook Messenger and I received a call concerning it but I never received an explanation as to why after all the years I had been with them I suddenly ran out of airtime.