deduction of my airtime

Good day I am a telkom mobile user and an employee of the SABC . I subscribe with telkom mobile for unlimited calls of Telkom to Telkom for R99 per month on my prepaid line, on the 25th of each month Telkom deducts airtime of R99 for this services. They deducted the R99 on the 25th of August as per agreement but to my surprise they deducted again on the 4th of September. I called their call center yesterday to query the deduction. I spoke to a gentleman by the name of Percy Ndlovu, he assured me they will look into the matter and refund my airtime as soon as possible , I have been calling them the whole day today and even send them messages on their social media platforms but till now my airtime has not been credited back. The consultants that I spoke to today, are telling me my query is handled by the back office, which I don't even know what that means. Every time I asked them to speak to one of the senior managers the consultants tell me the managers are busy and they will call me back but no one has called to explain what happened to my airtime. I have explained to their consultants that I use my airtime for work because I am planning an event that is taking place on the 9th of September and I need my airtime to make calls and speak to my suppliers but it seems like they are taking me for granted and no one from Telkom Mobile has bothered to call me. Their service consultants are rude and they tell me it will take 72 hours to resolve my query. Please help the reference for my query is ********** 0