recharge airtime that did not reflex

On the 25th April 2019 I recharged with R12.00 airtime , my airtime never reflected, I phoned the call center at they logged a call for me with case number ********** 8 and I sent my bank statement to the consultant that was helping me on this email address ********** till today I have not received any Feedback.

Can I have my airtime please .