Confucius say...MTN

I have a top-up contract with MTN (no. ********** 978). On Sunday the 10th of December I loaded R30 airtime and R12 data on my phone. The very next time I tried to phone, there was no airtime left. I subsequently went to an MTN shop to query this but they could not ascertain where the airtime went. A complaint was subsequently lodged and a response was received simply stating that the query was resolved (ticker no. 1- ********** 1235)

I phoned the call centre on Saturday 16 December and was informed that on Tuesday 12 December 2 SMS’s were sent, which cost R15 each. These were sent respectively at 07:10:19 and 07:10:38. I could not find anything on my SMS log and went to another MTN shop, who also could not find a trace of the SMS’s. I again phoned the call centre and was then informed that the R30 was not transferred. Upon checking my bank records I found a bank reference number for the said amount.

Today (19 December) I phoned the call centre again and the story went back to the SMS’s. I asked the agent for an email address for a manager but was informed that the MTN email address was not working. I eventually managed to speak to a more senior person, who stuck to the SMS story, even after he confirmed that the database he uses is the same as that which the MTN shops use. When I asked him to sent me a screenshot he said that it was not allowed.

My problem is that they expect me to believe that I sent 2 SMS’s within 20 seconds which used R15 each, the record of which only they can see, but which I am not allowed to see.