Irregularity on City Power Prepaid kilowatts allocated on purchase

Good day there is something wrong with City Power prepaid electricity. At the start of April 2025, I buy R300-get 46 kwh, then buy R500 during mid-month -get 294kwh and buy R500 before month end -get 168 kwh. In May 2025, I buy R300-get 46kwh, then buy R500 mid-month-get 162kwh.On 29 April 2025, i logged a call at City Power with my Querry, got ref ***, and then on 04 May 2025, ticket updated, closed. So there is no change and I don't know who next do you escalate to.