Please credit my daughter's phone with her airtime

This is the 2nd time I'm raising this issue with MTN. My daughter's phone was activated with caller tunez that have been debiting her airtime daily. Her number is ***. I requested that it be deactivated and never activated again but clearly my previous request wasn't taken into account which is disappointing. I called 173 last night to deactivate this to no avail. The lady assisting me indicated that their system was down. Called again today. Was on hold for over 10 mins with no consultant attending to my call. I then called using my contract line & only got through to a consultant after 12 mins. The consultant spoke to me in isiZulu. I did not request this language option. He was neither helpful nor cooperative but very condescending. I told him I would report this incident & he welcomed me to do as I please. I unfortunately do not recall his name but I spoke to him 10 mins ago calling from my number via 808. He kept insisting my daughter activated caller tunez which I know for a fact she did not. Her phone was with me at the time it was reactivated. She was travelling and I realised only when making a call that it had been reactivated. Kindly credit her account immediately