No Ota airtime delivered after purchase

I have purchased r60 mtn airtime from edgars ota which is linked to my edgars account...i needed to make urgent phone calls...it did not come through after waiting...i called the ota call centre and spoke to Tumelo...he told me that he will escalate it for a call back and is not sure when they will call me...it cost me more airtime to call the call centre and hold on for resolution and it was not resolved...what kind of service is this really...processes need to be in place as this is realtime escalations and need to be resolved