R150.00 is gone without airtime

As always as I do each and every month I bought R150.00 Cell C airtime at Pick n Pay Festival Mall Kempton Park on the 30-02-2016. I recharged on the following day but the pin number was no longer visible. I called Cell C customer care and they told me to mention the serial number which was also not visible and 5 pin numbers also which.was not visible. I was told to go to Pick n Pay and ask for a reprint. I went to Pick and Pay and asked for a reprint which they did but the pin was no longer there. I called them again while in the store and explained my situation. The agent I talked to told me to mention the serial number and 5 pin numbers which are not visible. They told me they do not match. If you say the pin numbers are not visible how is it possible to see them again? They say they can't help me with anything. Is this problem really can't be solved Cell C? My number is ***.