poor service "theft of cash"

on 28/04/2016i opened an Lotto wallet to purchase online tickets. I made an EFT transfer of R110.00 and emailed proof of payment. after checking and still not seeing the cash reflecting. I phoned the call centre at 16h32 and spoke to a lady and explained my problem she said it is ok and some people waits a month for it to reflect. I asked her how I can close the wallet and get my money back she just put the phone down in my ear. at 16h34 I phone4d again and asked for her name and she did the same thing again. Is this the way to treat new customers. Don't you make enough you still have to ***** money like this.