MTN gets money but gives no products. Why?

On 2 Feb, I purchased data worth R100 and a R5 airtime which were never loaded onto the intended phone. This caused frustration to my little one who couldn't use her phone over the weekend. She now had to wait for the next weekend. Money was deducted from my Capitec account. I have tried contacting the 135 and 136 numbers, none was helpful. This is a rip-off, it needs me to travel to a shopping mall unnecessarily.