Airtime purchase via credit, card but not credited

I bought R150 worth of airtime via my Woolworths credit card and the transaction was successful, but when I checked my phone to see if my airtime was credited to me, there was no sms and I checked the balance but it remained the same. I called Woolworths and they told me the problem Is on Telkom side and I should contact them. I did just that and called the call centre. I spoke to a consultant called Antonio and he told me to open a case by e-mailing their complaints department and I should give them proof of purchase. I e-mailed them and included the sms of the transaction on the e-mail. They told me to send a bank statement with the proof of purchase, What more proof do they need?? when I have sent them the proof purchase. this is not the first time this has happened to me where I buy airtime via credit and I don't get credited for it, the first time I waited for the sms until I forgot about it and it was for the same amount of R150..Can Telkom please credit my airtime to me???