Paying for airtime I did not use :(

I opted for a R10 emergency airtime which i received. I then bought a mo' nice voice bundle which cost me R8,55.00, I then received a confirmation sms that the bundle has been loaded yet it was not loaded at all. I then called Telkom 3 times and the agent where not even helpful. one of them by the name of Sibongile was very rude to me. Now i am supposed to pay for something i didn't use. This is just Unacceptable from Telkom. I feel that all the agents there should be fired or taught how to treat customers