'YouTube bundles are just for browsing not viewing videos'

On 18 September, I had +-R12 airtime, bought R50 airtime and then loaded 500MB YouTube bundles and 15MB rush hour internet bundles. Sat back, relaxed and watched my YouTube video, +-10 minutes in I decided to check my balance only to find out that all my airtime plus the internet data bundles are gone, I was only left with the YouTube bundles plus the R55 wow bonus airtime, I called the call center spoke to Thifhelimbilu who advised that she will escalate the issue and I will be contacted or get an SMS with the details in 2 hours’ time, I waited 3 hours and decided to call back to check on them, then I spoke to another agent (didn’t get Her name) very rude I might add, she told me that there is nothing on the system about what I am saying I was told (in other words I am Lying) we began exchanging words and it was not pretty so I asked her to put me through to her team leader or supervisor after holding for several minutes a lady came to the phone and introduced herself as Namhla The Manager, after explaining my story to her, she told me that the YouTube bundles have terms and conditions that states that I can’t view or play the YouTube videos but can only “browse” (look at thumbnails and titles of videos) that is why they are ‘only’ R20 for 500MB. (So, I am there thinking, so this means I bought 500MB of worthless YouTube bundles, I mean who browses YouTube) I expressed my dissatisfaction to her about how the issue was handled including how I feel about the Terms and Conditions and she basically said it is what it is there is nothing she can do. After hanging up, I went over to the Website to read the terms for myself, I could not locate the part that says I can only “browse”. I called back to have someone direct me where I can get the Terms and Conditions so the agent I spoke to said she didn’t know about them. I called in twice again and no one seems to know about these terms and conditions. One of the agents (Thabani) said he will log a ticket for me (Ref: SNC/ ********** 7755) and that they will contact me in 24 hours. I called back after 24 hours and spoke to Themba Tshidavhu, who was kind enough to take me through the data usage on my phone but he also explained that he did not know about those terms and conditions, he further advised that there was no call logged for my number that he can see on the system, (WOW). I am yet to locate the Terms and conditions and find out what happened to my data bundles and airtime. I was so shocked at some of the responses I got from some of these agents, rude and not very unhelpful.