Minutes was taken away before being used or expired

i had requested a call back on Monday since I can not get through to an agent via the call centre. I did receive a callback but a case was not logged. I then requested a callback yesterday and a case was logged.

My issue is that my minutes from last month and this month expired on the 15th Feb together with a 200 minute bundle that I bought which is a 30 day bundle. Only the 200 minute bundle should have expired and not all minutes as minutes carry over for a month and i am sure that i did not use all minutes. I have been with out minutes since the 15th Feb and I was told yesterday today when I requested another call back that my query will only be looked at on Monday i.e after 72 hours.