Lost R2000 buy data & they said just get new SIM and move on

Used to use this service for years and i think i have given up - today purchased R2000 worth of data for the office to a working number and instantly it stopped working. when i call them to enquire they keep tossing me around to different confused agents. eventually one told me its gone i should buy a new SIM card and purchase more data and move on i wont get it. WOW