Never received airtime voucher

I have a problem with the attached i have purchased airtime on the dates of the statement 5th & 6th September to the value of R250.00 of which i never received the airtime and the amount was deducted from my account. I have laid a complaint at Mr. Price Flora Centre on the 8th of September and the cashier was very helpful, he dialed a number and was told that i should call ***, however this number is not being answered to date two rings then an engaged sound. i then ent onto the website laid complaints there no one got back to me, got other numbers from the website got through on *** spoke to an Mbali from Mr. Price Mobile that then directed me to Mr. Price Clothing as it is a clothing account spoke to Yvonne who was then going to transfer me back to Mr. Price Mobile as it is a mobile related query. However I was never assisted and never received the vouchers.

I need the R250.00 worth of vouchers or for it to be refunded to my account.

I also have a problem with the rates. I always pay before the 7th of each month the amount of rates that are being deducted is ridiculous. I remember since the time i have opened this account i have been paying R500.00 instead of R450.00 or R470.00 and the rates will still be high at times i will only find R300.00 worth of credit without purchasing anything.