POOR SERVICE FROM MTN SOUTH AFRICA

I recently up-grated my contract. I received my new phone on the 12 of November. The phone was supposed to come with once off 10 GB. I received an sms on the 17th that says 'your MTN Mega Gigs has been loaded but I received nothing. I phoned them several times, received several reference numbers, followed up several times and up to now, still nothing has been done to assist me. I received a message that says your query has been closed. How can my query be closed if the matter is not resolved? I am very frustrated and I have been their loyal customer for over 10 years. Maybe this is a price you pay for being loyal to service providers. Very frustrated, Moira Masemola