Frustrated by no service

It's has happened a few time now that my reward just automatically disappeared or is invalid when I'm trying to use it. So for the past 2 times I have trieded contact 1x via email and got a respons to ask for more info and nothing further happened. 1x I tried to phone and was cut off after holding for an operator for about 5 min. Then I called back and after nearly holding on for another 7 min I got through to Lebo whom I informed about my dissatisfied that my airtime is being wasted. She then feld it appropriate to try and put me through a serious of questions before she was going to answer my query. When i asked to speak to someone else cause it seemed she did not want to answer my query she put me on hold for over a minute and then politely cut my call. So after all my attempts at my exspenze to resolve this issue regarding my rewards I still have no joy. Yet come end of the month they are the first to take payment out of my banking account. I thought I was paying for service aswell apparently not!!!