ACCUMULATED AIRTIME STRIPPED- BEYOND ANNOYED

My Husband & I go into the smaller branch of MTN March 11 to inquire procedure of down-scaling on our existing packages due to affordability (as he lost his job 2 years ago) and was outright told last year there's nothing they can do until the contract finishes. Went from the R350 top up to R100 top-up on the same package BUT low & behold within an hour of leaving the MTN store (while having coffee next door) ALL of my accumulated airtime (R1900) gone. As in ZERO balance YET my husband still has his R2200 balance reflecting up until this morning 12th March. Wonder for how long? Sat holding 10-15 mins for 808 to answer call.. Goes back to the store for help & answers..3 agents just sitting there letting me wait 20 mins for previous agent (Tshidi) that helped us. The one guy outright refusing to assist because he's busy packing cell phone covers on the shelf. Left the store with only a *** given by a Vincent Mawandla on 808 & Tshidi will phone tomm after 10am ..Now what the F*&^ have I been paying for all this time... & to think I've always only supported MTN. Does this mean you mustn't become unemployed or have accumulated airtime because you get *****ed either way ?????