Did not load my monthly data or sms bundles

My monthly bundles were not loaded which resulted in me using the money I put on my phone. When I called the call centre to rectify this I was referred to the *** number as that is the only number that works. I had to wait for 55min before call was answered and was then charged for the call duration of 57min. I still have not received my data or sms bundles and mtn stores are unable to help and say I should just wait for strike to be over or phone same number again and be charged for the hour