Poor service

On the 24 Auguts early morning i bought airtime using cellphone banking which i have been using for years with no problesms my airtime was not loaded, js before 12 pm that day I called at nedbank letting them know about this and they only did a case for me and gave me a reference number ever since then i have wasted more airtime by calling them to findout what is happening they have been telling me the matter has been escalated and still waiting im actually unhappy with the fact that for just R45 airtime I ended up spending more in contacting them. Poor customer service nedbank after 7 years im even considering to change my bank