Airtime enquiry

I recharged through my cell phone and after the message came through to confirm that I recharged. My balance e remained 0.00. I called the bank and they said I should call my service provider. The provider confirmed that my airtime didn't come through and that made me to call the bank again. They gave me a reference and promised to call me back. This was on the 5th of October. On the 1st November I called and they still investigating the matter. I already used 150 rand to query a 100 rand voucher. Till now it is not sorted.