Failure to deliver quality service

I purchased an epic minute bundle but instead of minutes coming off the bundle it's drawing money off my regular airtime balance. I got the confirmation sms confirming epic bundle purchase. This has hsppened to me twice before. I have the following questions:1. The length of time to resolve an issue such as this...last time it took almost 10 days and i was never compensated for my inconvenience yet cell c confirmed it was their fault. 2. Who is the manager / head of this division that is unable to solve this glitch that has happened so often now. 3. With feedback on how tideous a process it is to recitify their mistake how do tgey still maintain the same process thst is so clumsy and ineffecient. 4. When you ask to speak to a manager they put you on hold and then cut you off and don't have the decency to return your call even though they take your number at the beginning of each query. Regards Esmè.