R30 airtime enquiry ignored by MTN

I helped my 73year old mother buy R30 airtime through the ussd channel of her bank, but the airtime did not go into her phone. When I called the call centre agents for help they sent me from pillar to post. Telling me that they had loadshedding and I must check my mothermother's bank statement to see if it was not reversed, I indeed went to draw a bank statement and it has not been reversed. When I called to get the airtime reimbursed they (Busiswe)told me to send an email to her manager and I did. Till today my mother didn't get her airtime no reply was made to the e-mail.