Poor service mixed with missing airtime

I have a topup contract with mtn but it under my fiancees name. Ive always had this number for 3 years now. So in oct last year I tried to transfer airtime to my fiancees that time mtn number(now she has ported to telkom mobile due to bad service) but the transfer was unsuccessful and the msg was that I cannot transfer from the inclusive airtime which comes with the phone every month. However when I checked my balance, the R30 was deducted but my fiancee did not receive the airtime. I felt ****** and since then ive been trying too get this resolved. People are always rude as I am not the account holder or they say that they cannot locate the airtime. How is that possible??!!! Also to make a call from this number is at a ridiculous rate!!!!