Vodacom is terrible!!!

I have never dealt with such rank incompetence in my life. I have airtime which I am unable to use to buy data bundles with, and for the entire month not a single soul at Vodacom is able to tell me why. Next thing they will say my airtime has been forfeited before I can even use it. Very disappointed as I have been with them for years and would have liked to believe I am valued, clearly I am mistaken!