Vodacom's terms & conditions on monthly airtime on uChoose is malpractice

At the midnight 31 Oct/01 Nov I had the problem that Vodacom took some airtime from my account as I reported in my previous two Hello Peter reviews. Dean from Vodacom responded on my Hello Peter review and restored the airtime on my account. Yet again on midnight 30 Nov/01 Dec I checked my balances at 00:03 and my monthly airtime shown as R603.95. I checked it again at 00:15 and found that my monthly airtime now shown as R660.00. Therefore there was only R56.05 allocated on my account instead of R220. Once again R163.95 of my monthly airtime disappeared. As Dean advised me the previous month that if this happens again I have to go in to the Vodashop where I did the contract so that they can assist me from there to log a complaint and to solve my problem, I went in to Vodashop Menlyn on 03 Dec and saw the Assistant Manager Barend but there was previously a power outage so their system was offline and he couldn’t assist me. We however discussed my problem and he also came with the argument that your allocated monthly airtime can only be accumulated for six months and then you forfeit the unused airtime that I do not accept as that was not what I agreed to when taking up the initial contract nor when upgrading it. It was never mentioned to me and I was told that I pay approx. R700 per month and I get R220 airtime that I can use however and whenever I want. Barend advised me to call ********** within office hours to get my problem resolved and if they can’t help me I must come back to him as he has other channels to follow to get it resolved. I called ********** on 5 Dec and spoke with Fatima who told me that according to the system R220 was allocated to my account but I have forfeited a previous month’s unused airtime because the unused allocated airtime expires after two months. When I explained to her what my problem was that I have not agreed to any of that and was never been informed about that, she just told me to go to Vodacom’s website and read the terms and conditions there. When I told her that I have no proof that this allocation and forfeiting did take place as she said, she told me that if I am willing to pay R22 she can email the proof to me. When I questioned this R22 payable by me for Vodacom to proof to me that they did do the correct allocation, she just got rude and ended the call. As Barend of Vodashop Menlyn said I must come back to him if I don’t succeed here, I went back to him on 11 Dec. He made some phone call and then logged a complaint on his PC. He gave me the reference No. 1- ********** ********** and told me that somebody will contact me within the next three days. Although he logged my alternative contact No. on the complaint, I received the following sms’ (on the No. the contract is running on): 1. The same evening 11 Dec at 17:41: “Your query has been escalated to one of our Solution Experts. Your ref number is: 1- ********** ********** Visit www.vodacom.co.za/app from your phone. Thank you, Vodacom [Service RequestOwner Group]” 2. Already just the following morning 12 Dec at 09:19 quoting the following: ”Good day: Please be advised that we have completed our investigation and can confirm that the terms and conditions do apply, to your package, and you ill forfeit..We recommend that you view this on https://www.vodacom.co.za/vodacom/terms/uchoose-terms-and-conditions Regards Fatima Isaacs” 3. 12 Dec at 09:20: “Thank you for your patience and cooperation. Your query with ref number 1- ********** ********** has been resolved. Visit www.vodacom.co.za/app from your phone. Thank you, Vodacom” 4. 12 Dec at 10:10: “Dear Vodacom Customer, we trust you enjoyed the service experience. Your query with ref number 1- ********** ********** has been closed. We value your continues support as loyal Vodacom Customer” Coincidently this Fatima Isaacs is the same person that cut me so rudely off on my telephonic call on 5 Dec. And now this investigation was at supernatural speed completed, resolved and closed before teatime the 1st day without even contact and discuss anything with me and then they trust that I ENJOYED the service experience and value my CONTINUES SUPPORT as LOYAL Vodacom customer. Can you believe the arrogance and ignorance of these SOLUTION EXPERTS of Vodacom. My whole core argument of this complaint is: 1. When I entered into the initial Samsung S6 contract with Vodacom in March 2016 the consultant at Vodashop explain to me that I pay R459 instalment per month and Vodacom allocate a monthly airtime of R200 to my account to use how and when I feel fit. No expiry of accumulated airtime was mentioned to me and according to me that is what I signed for. That means I pay R259/month for the phone X 24 = R6216. 2. On the ground of this explanation I decided to take up this contract as this phone would run most of the time on my Telkom land line WiFi and the minimum voice calls would be made from this phone as most of the correspondence would be made by e-mail and whatsapp. 3. When I upgraded to the Samsung S9 in March 2018 that consultant at the same Vodashop explain to me once again that I will pay R701 instalment per month and Vodacom will allocate a monthly airtime of R220 to my account to use how and when I feel fit. No expiry of accumulated airtime was mentioned to me and according to me that is what I signed for. That means I pay R486/month for the phone X 24 = R11664. 4. After this phenomenon of allocated monthly airtime taken away from my account I was told by different consultants that I forfeit unused airtime after six months, three months and two months. Everyone had a different version and explanation. 5. If Vodacom’s own consultants who work with Vodacom’s Terms and Conditions every day, don’t know or don’t understand what the real terms and conditions are, how can they refer me as the customer to read the terms and conditions on their website and then complete their investigation and close the case without even discuss it with me. 6. Barend also explain to me that if I use airtime it is taken firstly from the last month’s allocated airtime and when that airtime is depleted, from the unused airtime forwarded from the month before and when that is depleted from the unused airtime forwarded from the month before that. In other words, if you do not use more airtime than was allocated, you will never get to the old accumulated allocated airtime and will forfeit and loose it every month although you have already paid for it. That means that I pay actually R706 per month for the phone and not R486 as initially explained to me and signed for x24 = R16944 instead of R11664. That is a difference of R5280 anticipated over the 24 months contract timeframe that Vodacom overcharge me with. Can someone please explain to me what is going on here. If that is not breach of contract from Vodacom’s side I don’t know what is. I feel that the allocated monthly airtime, that I already paid for according to my agreed contract, that has been taken from my account, should be returned to my account and that Vodacom should stop this malpractice.