Loss of airtime after contract upgrade

I went to the MTN metlife branch in PE on 12 September 2015 to upgrade my contract. Before upgrading I was ensured by the staff that I would not lose my airtime balance of R358.60 and that I would be able to transfer this airtime into either minutes or data bundles of my choice. I was happy with this and continued my upgrade from Samsung S4 to Huawei P8.<br> <br> Immediately after my upgrade I lost the R358 airtime and was told that it would still come through in a few days, it didn't.the staff member who was helping me logged a query but couldn't seem to get to the bottom of it and each time she called me (about twice a week) she said I was not meant to lose the airtime and she'd take the matter further. She stopped calling after 2 weeks, it has now been a month and I still haven't received my R358 airtime.<br> <br> As a loyal MTN customer I am extremely disappointed that the company thinks it's ok for customers to lose this kind of money! If a customer misses a monthly payment it would be a huge issue, wouldn't it? I expect my account to be credited with the airtime I lost or that I receive this airtime back. I also can't view my monthly statements via email, complained many times to no avail!<br> <br>