Unable to Check Airtime balance

I have logged 2 calls within the last month indicating that I cannot access my airtime balance via 808, 809 or *141#. The call centre indicated both times that they have no idea why this is happening, but that they would escalate it to technical department. On the 18 Jan 2016, I made a 3rd call to 809 call centre and the agent noted that the log was resolved when in fact I still have the fault and was not contacted for any feedback. He indicated that he would escalate further and that a supervisor would contact me. This has not happened.<br> Please resolve this as I cannot manage my spend unless I know what's available from my allocated rand value.