Waiting on airtime paid for 1 June

I bought airtime on the app 1 June, to this day I still have not received it. I spoke to several different people telephonically, I sent messages on secure chat, I also sent messages on the complaint platform on the app. They just keep giving me acknowledgement, looking into it, but no resolve. If you can't allocate it, then just refund. It is 25 days later! The 1 agent says call this number.. Well.. Dont you think I need airtime to make that call?