Top up of airtime

I bought my machine on June 2024. I made a top up on Friday. Before the balance can appear I need to call the ikhokha machine first. They said the deposit it take 2 working days. I send them watsup they do not respond, I send email they tell me that they have already load the airtime, while they are talking about the airtime that I bought for the second time. The third time I bought airtime and make the follow up they told me that they have already loaded that airtime. Please help me. I am confused with their services