Sim swap struggle, where is the remaining airtime?

My daughter lost her phone on 3 of October 2015 after loading R35 o the 1st of October . During the week of 7th I tried to do a Sim swap for her old number and Silindile told me that my daughter needed to answer security questions which I doubt she will know most of as she is under age. I requested to talk to the manager (Ntlakamiso) and after a few minutes the call was disconnected. On the 10 me and my daughter attempted again and was told the new Sim was active and can not be done we must buy a new Sim card. On the 13th I bought a new Sim card and we attempted again and this time the answers provided were incorrect because I know the answers. On the 14 Richmond from the call centre assisted me and gave me the relevant information as well as a fax number to fax them. On the 15 I faxed all the required information and the Sim swap was successful. Today I enquired about the remaining airtime (+-R28) as the mtn loyalty point were retrieved and I was told that I have forfeited them, then what is the point of RICA and number for life. I went through all the trouble for nothing? I want the airtime back!