Airtime disappeared because of mtn technical issues

MTN is by far the worst network. So yesterday i purchased airtime on my banking app. At that time they were "experiencing technical difficulties " and i should check my balance after 15mins. So when checking my balance after 15mins the airtime was still not reflecting. I had to then purchase airtime again when i got home. When i called the contact centre they want me to send a bank statement which my charges for the statement is going to cost mpre than the airtime i purchased. How is this my problem when MTN was experiencing technical difficulties? This is by far the worst provider. If your data doesnt just disappear then your airtime does. Worst network provider!!!!!!!!!!!