supplementary error for cell phone banking

I have been trying since 6am this morning to view my bank balance on my cellphone. Everytime I try I get a supplementary error code service failure. And this takes off from my airtime everytime I try and check if it is possibly working. This is not right that I get charged even though I can't view what I am trying to see. Frustrated what's the use of the service if it doesn't work!!!