LOST AIRTIME

I lost about R238.00 of airtime and Bundles on the 8th/07/2015 on MTN, I then went to the Store at eMalahleni and they refered me to call center,therefore I Called in and was assisted by Themba Makhubela on the 10th/07/2015 who told me that I had forfeited my Airtime, and i could not understand the feedback and he also confirmed that it does not make any sense, he therefore gave me a Refference number: *** and said he will call within 2days with the feedback, he never called. I decided to call again on the 13/07/2015 and i Spoke to Morgan Nkomo and asked to be Transferred to Mr Makhubela he said he can not as he doesnt know where he sits! he then kept me on the Line for 47:43 trying to assist, eventually he gave me anothe refference number: *** and said he will call back in 3 working days.on the 17th i called again and got cut of without being given any Reference or Feedback or clarity as to how I lost the Airtime and the Bundles.I have now been Holding for 32:24 minutes without being attended.All I need is just to understand how I lost My Airtime, is it too much to ask from the Staff to deliver Service?