Airtime

On the 6th of February 2019 I loaded airtime through cellphone banking and did not receive the airtime. Called Telkom on the 8th and was told to send a bank statement. I sent a bank statement to the email address provided on the 9th of February and was given case reference number ********** 6. I did not receive any response from Telkom. I made another call on the 19th February and was told the bank statement is not opening. I sent another bank statement and the call center agent confirmed she has received it and she can open it. I had to hold for almost an hour making sure that everything was in order. I was given a new case number ********** 0. On the 2nd of March I received and sms informing me that the 1st case number has been resolved and called the call centre to enquire as I was told on the 19th of February that it was closed. they couldn't help me with the latest case coz the call centre agent told me that she couldn't open the bank statement attachment which they confirmed on the 19th of February that they could open. Now I really don't know what to do as it seem as if I am dealing with an *********** company.