Vodacom cannot explain where my data has gone despite app and phone showing lower usage

I have been a Vodacom customer for over 20 years and am extremely frustrated by the lack of explanation regarding my disappearing data.

On 3 August, I purchased the 7.5GB promotion (7.5GB Anytime + 7.5GB Night Owl) for R79. On 25 August, I was told that all my data had been depleted. This was strange because the VodaPay app showed that I had only used 4.7GB during that period.

Although I disagreed with the explanation, I purchased an additional 5.5GB bundle.

Today, 1 September, I have again been told that my data is finished. However, according to the VodaPay app, my usage from 25 August to 31 August was only 920.3MB.

My records show the following:

Phone usage

1 August to 31 August: 6.57GB 1 September onwards: 8.62MB

VodaPay app usage

3 August to 25 August: 4.7GB 25 August to 31 August: 920.3MB

I have called the Vodacom call centre twice. Both consultants insisted that my data had been used, yet neither could explain why the usage reflected on both my phone and the VodaPay app is substantially lower than the amount of data I purchased.

One consultant even suggested the problem was my phone, despite the fact that both my phone and the VodaPay app reflect similar usage figures.

A refund was offered, but that is not the point. I want to know where my data has gone. If Vodacom's systems show that I have used all my data, I expect evidence and a detailed explanation.

I am requesting:

A full investigation into the depletion of my data. A detailed breakdown showing where and when my data was consumed. A CDR/Data Usage Detail Report showing every data session recorded against my number during the period in question, including the date, time and amount of data consumed. An explanation of the discrepancy between Vodacom's records and the usage reflected on both my phone and the VodaPay app.

At this stage, I am looking for answers, transparency and accountability, not simply a refund.

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