Matter not resolved - Airtime not returned

On 16 October I wrote a report regarding the agony I had to undergo to make a sim swap for my daughter after she lost her phone. She had (+-R28) remaining airtime, her loyalty points were retrieved but the airtime was still missing and I was told that the airtime will be forfeited. What is the point of RICA and number for life. How then was the loyalty points recovered and not the airtime. The response I received from Mtn was that they could not get hold of me to resolve the problem. That is not possible as I have submitted my cellphone number at the end of the report. Because the matter is not resolved I am re-submitting my complaint.