Missing airtime remains unsolved after nearly 5 months

After 5 months my query remains unsolved (logged on 8 May: SMC/***). There are 2 issues: a) On 14 Apr I loaded R60 airtime but the funds remain unavailable ("insufficient funds” error), and b) Although I can't access it, the balance keeps dropping: from R60 on 14 Apr to R43.90 on 4 Aug, to just over R20 on 13 Sep to R11.04 on 29 Sep.

On 18 Sep I received an email: "Please advise the sub to unbarred the below service to use air time for calls. 998 VOICE OOB BAR IL - ***9 - Barring Service Option Active". I asked for this to be explained and next email said, "Kindly be advised that the "sub" is the name referred to the "subscriber" and there was no airtime loaded on 14-04-2020".

So on 29 Sep I am no closer to having access to the R60 I bought, and have now been told in effect that I never bought it.