Poor customer service

Good day. The issue with the number in question is ********** 609. Airtime was purchased R20 and R12 09/10/2017.18/10/2017 R25. 27/10/2017 R30. The number belongs to me Shahieda Darries. My partner bought the Airtime via the banking app. The monies have been deducted as we have bank statements. I called in to have the issue queried why the purchased Airtime was not loading. I was told I need to wait 48 hours I waited 72 hours. I called back and was told by the operator the number belongs to someone else. I went to telkom was told to check if bank has an issue. No issue discovered. Until today no follow was done I needed Airtime for funeral arrangement instead I'm stuck with a sim that does work properly in terms of connectivity nie can I load airtime