Unsuccessful airtime redemption

I'm not getting any joy with Regards department. I have been struggling to redeem my rewards since 13 Dec by redeeming them as airtime. I keep getting Èrror E0305 exception.I Wrote an email yesterday and Refiloe Khobotle responded to my ticket. I had R44.19 on my account Refiloe asked if she can redeem the airtime on my my behalf and I gave her rewards account number and amount of airtime to be redeemed . R27.55 vodacom airtime was deducted yesterday but I'm still awaiting to receive the airtime. My account is now left with R16.66.