*****ing airtime

So i had R1.34 left of airtime,i switched of my mobile data,and recharged my account with R25.So my total airtime is R26.34...Then tried to buy the R24 bundle from mo'nice...Got a sms saying i cant buy the bundle i have R14.88 in my account? called *188# it says R26.34? tried to buy bundle again,again sms R14.88...Called call centre they are not able to tell me where the R11 went?? my data is switched off and i dont have any subsribcions on my sim! And one of the call centre agents just hung up on me (Lindiwe) poor service! i want to know where my money went