mistake with topup

i have purchased airtime online and attempted to convert the same into data. i was told by the agent that i cannot due to the nature of the account. she transferred me to her supervisor who apologised and indicated that nothing could be done about the airtime purchased. this airtime could not be used as airtime nor data. Its rather disappointing that nothing can be done, as my money seems to be lost. Also note that i have been a loyal subscriber for over 15 years with 3 contracts. this experience leaves me thinking if i still want to be with cellc.... i understand that i should have not purchased airtime, however if this occurred in error, what happens to my money