Terrible service

I am absolutely disappointed to say the least with Nedbank I purchased airtime on the 26th of July it is almost 1 month i still don't have my airtime then I purchased airtime again on the 21 of August again no airtime. everytime I call they say they are investigating is not like its a ****** case how long does it take to investigate airtime not being given to a customer and they have no common decency to contact us. the sad part is when we have a problem with a Consumer they want to reimburse for the query we made but who is compensating us for the added expense of calls and being pushed from pillow to post.I am sick of this true.