deducting airtime for no reason

I recharged my account with R69.00 Telkom mobile airtime on Friday 27/10/2017 . On Saturday 28/10/2017 at 01:08am R49.00 was deducted from my airtime for no reason. I didn't subscribe to any app however Telkom deducted this amount from my airtime without giving me any package in return for the deducted airtime. All I received was an sms stating Telkom has deducted R49.00 from my airtime. When I called Telkom on Saturday 28/11/2017 my call was firstly cut by one of the operators at the call centre who informed me that she would transfer my call to her manager. I called again and was then told they had mistakenly deducted the money from my account and they will log a query which will take 9 working days for any feed back. On the 10th working day (10/11/2017) I get a call from a consultant saying I will not be reimbursed. She didn't understand what had happened as she clearly didn't investigate the matter and therefore couldn't provide me with an answer as to why airtime was deducted for no reason. I'm still waiting for feedback. Telkom has *******ly taken my airtime without providing a valid reason for this deduction and till now hasn't reimbursed me for it nor have they contacted me.