They just want to take even when they are not supposed to

I am so disappointed with them. I was having trouble loading my R100 voucher and I emailed them.to assist. I was told to send the serial number. After that they just went quiet. 3 days later im asking what is happening and I get told the voucher was loaded into my account. I didn't receive a topup. So I email back and tell the agent I didn't receive it. All she can email back and say is that it wad loaded. So I must just take their word for it meanwhile I didn't receive the topup. They are so petty they would rather rob someone of the R100 instead of getting it fair and square. Im so annoyed.