Confusion with policy

We belong to the loyalty points Concept. I Converted 2800 points to R45 airtime, made one phone call and it was gone. The first call agent I phoned said there was a balance of R28, she opened an investigation about the lost money. When I phoned today the agent told me the money was used for data. I have ample data. Don't see how's that possible. He said their policy is the money can be used for data, voice or airtime, with data taking preference. That doesn't make sense to me. I purchased air time, not data. That policy needs to change, or what's the use of buying something, when the give you something else??