Proper assistance PLEASE

- On the 19th Feb I purchased Vodacom airtime (TWICE) however the airtime was never loaded to the number I purchased for. I gave it some time thinking there might be a technical issue. However the Amount was subtracted from my Account and the number I purchased the airtime for was never reloaded. So where is my money???? I now have to pay back ?? Since then I have contacted RCS trying to resolve this , I was told to wait at least 48hr for an email or sms regarding feedback. I was told that a form will need to be filled out on their end and sent to the technical department, this was on the 20th February I then asked for a reference should I call back to follow up, I was told to say I spoke to "sharon" (so unprofessional) I called again thereafter, as I never received no email or sms with feedback , I spoke to a lady who attempted to assist me . She advised that she seen there was queries regarding this but issue was never LOGGED or submitted by "Sharon" . This is really Annoying , how difficult is to actually assist me ? It does not help calling in, I just get routed back to step 1 and that does NOT solve my issue. Refund my account or load my number with the damn airtime its not that difficult Customer Service in the country is suck a disappointment