Airtime disappeared

Please assist I bought R30.00 airtime on Monday 26 October 2020 and then bought Monice voice bundle of R26.50 which gives me 50 minutes for all network and expires after 5 days. I made a call Tuesday 27 October 2020 which lasted 12 minutes and the call was cut off I then received an sms informing me that the I have zero balance. I called customer service line 181180 I opted for the option to speak to a consultant only to be sent a WhatsApp link which is automated I can’t ask anyone a question. I want to know what happened to my airtime as I want to make calls.