Horrible customer care

So on Friday morning i bought airtime of 100 from fnb so that i can load the one week 2 gig data. Anyway after that i went to check my airtime balance and there is nothing, i switch my phone off then on again do network search still nothing. I callled mtn helpline and the first thing they say is that they are experiencing some difficulties with loading airtime. But i still hold on so that i can talk with their service champion*is a stupid name by the way* anyway the lady tells me she will reset my network and i should call back after sometime if the airtime does not reflect. I wait for 20 minutes then i call back my call was picked up by Sandra k something i told her what happened and in a condesending manner she tells me i have to call the bank because the money left my account but its a failed transaction on mtn side. Normally when its a failed transaction the money gets deposited back into the account. Not only was she rude and condescending she was not able to help in anyway. I want my airtime mtn