Bad Customer Service

Last week I called regarding my airtime that was being used by the network while having an promotional data using WhatsApp and yet I was wasn't refunded for the amount being used, the agent wasn't pleasant and asked to speak to a team Leader and asked for a callback since she was busy and the Agent was Manual and the Team Leader was Sindy Cele and it's been a week now expecting a call on my number *** and I even gave my alternative number that is *** and I still want an explanation