FNB Connect doesn't allow use of airtime purchased

I purchased airtime as well as data for my daughter's FNB Connect SIM today as I noticed that she did not have much left. I noticed however, that the voice did not show on her airtime balance (the data did show). When phoning customer service I was told that it is because there is a soft lock on the phone (to prevent the SIM from using out-of-bundle data if the purchase data is depleted). This in itself is ridiculous because it means that even though I purchased the airtime for her, she cannot use it because she has used up her previous airtime?!!!!!. Then, when being told that the only way to be able to use the airtime is to cancel the soft-lock the clincher is that that process also takes 24-48 hours. This means that in the case of an emergency, she will not be able to phone, even though I paid for 30 minutes airtime!!

How on earth can FNB Connect possibly think that this is a proper way to structure a contract.