Is Telkom *****ing from its customers?

Good day. I am having a problem here. Last wee Thursday my sister transferred R100 air time to my phone which I never received. I tried to call Telkom but no one ever answered the phone till I finally got through on Monday the lady did confirm that the air time was transferred to my cellphone but it never reached my phone. She said she will log a call for investigation to happen. To this day I am still struggling to get through to you help line and have not received my R100.00 air time yet. Does this mean you are keeping it? Or you will use it to fund some of your projects?