Simcard airtime lost when card transf to new phon

On 6/11/2015, I visited your shop in Langeberg Mall in Mossel Bay to renew my contract. Prior to swapping the simcard, the shop assistant personally checked the remaining airtime on the simcard. On transfer of simcard to new phone, existing airtime of R157 disappeared. <br> Please refer to request detail REQ:*** generated by Shanice Solomon to obtain the full details.<br> A follow up visit on 01/12/2015 showed no action taken yet.<br> A subsequent visit to the store on 09/12/2015 has shown that there has still not been any feedback to the store or to me and I am now expecting some sort of resolution as I am a pensioner and cannot afford to have R157 worth of airtime to just be removed from my simcard.<br> The shop and Shanice have been very helpful but cannot get any response from higher up the heirachy Please investigate and resolve this issue!