no response to query

i bought a recharge voucher on the 02/09/2017 for R40,00,which was divided into two R20.00 the recharge only accepted one R20 and the other one was decline as system error. I phoned the 10210 number to log a query on the 04/09/2017, since then i have been sent from pillar to post, they keep on referring me to recharge vouchers that i bought on the 18 & 28 September respectively. I have spoken to many of their consultants to no avail. My reference number is Ai ********** . Please help as this is frustrating me, they keep on promising to call back but they do not