Purchased Airtime and did not receive it. Theft!!

I purchased airtime through my bank account like i always do. The airtime does not appear on my phone but it went off my bank account. The first call made the lady told me she cannot assist me with that, she then told me i dare not give her attitude as she will not accept that.<br> <br> After going to the store, they requested my bank statement which I gave and then they told me they cannot help me. Siza called the contact centre and they said the purchase shows in process and will appear in 10 minutes. I called an hour later and the consultant told me she will refresh my network and then the airtime will appear. Again, it is an hour later and nothing has happened.<br> <br> After going to the store they told me they cannot help me and I should go else where. I requested that they give me airtime and i will refund if i ever do receive the airtime i bought. They told me, they cannot help me and I should listen to what they are saying and go else where.<br> <br> This is now basically theft as i purchased good but was not provided with it. I have been a loyal customer for over 12 years and it seems my problem is not big enough to resolve.