Air time, data not showing and I can't make calls.

On the 20th September 2018 I bought air time and data using Absa internet banking. My bank account was debited by air time and date were not loaded on my number. My phone uses dual sim card and I noticed that only one network is working and Mtn is not. I phone they support centre and was advised to switch off my phone and remove Sim card and put it back; but still no coverage . I phoned again was told that a consultant will phone me, to date no one has phoned me and I still cannot use my mtn number. Can somebody from mtn tell me whats going on, I use dual SIM cards for a reason and I can't make phone call from my mtn number?