Unhappy customer over R280 worth of airtime

I purchased airtime of 280 as I normally do monthly for my router on the 27th of March. I didn't get it and I called 2 or 3 days later to enquire. The lady who assisted me said I should send an email with proof of purchase and I did. The automated email said I'd get feedback in a specific time and till date I didn't get any response. I then called the customer service line again on the 6th April and I was asked to enquire with my bank since I used the banking app. The purchase did go through from the banks side, mtn is supposed to grant me airtime that I purchased.