FNB airtime paid for but not loaded

JEEPERS FNB! I load airtime onto my cellphone on Monday by calling *130*321# and it takes the money off my account but doesn't actually load the airtime. I try call your customer service line but can't because it is not toll free and now I don't have the airtime I paid for. When I finally get to a landline to call I'm told that I have to wait 24 hours before I can lodge a query. I call back today to lodge a query as I still don't have the airtime. After answering in excess of FIFTEEN security questions, I'm told that a query has been lodged and I can expect a response in 2-3 working days! SERIOUSLY?! This is now the third time this has happened to me with loading airtime through FNB and I have yet to receive any of the airtime or be refunded for it. YOU ARE *****ING FROM YOUR CUSTOMERS! This is my second major issue with FNB in as many weeks and I am moments away from moving all my accounts to another bank. Pull your socks up!