Bad customer care

I have a problem with emergency airtime. Normally after I pay back a portion of airtime i borrowed I'm allowed to lend again some amount of airtime. Today that didnt apply for some reason and i then called their helpline of which Frank Mothibe (if that's even his real name) answered but he couldnt help me one bit. He couldnt answer any of my questions. He just says it says error on his system buy doesnt know what that error means. What baffles me the most is that when I asked to speak to his supervisor he said not possible because he is working from home, I asked how I could get connected to him then he said it's not possible. All I needed to know why ist that I cant do what I've always been allowed to do, if there was anything that had changed in regards to borrowing of airtime but I couldnt get a clear response.