Telkom customer care

Hi I just want to start off by saying what appalling service I received. We recharged my sons number with R100 airtime on February 24. But because he’s at school we take his phone and today when we decided to give it to him there was no airtime. I called and when I got through to an agent she told me she could not assist and referred me to a different number. Customer care does not give you an option to talk to an agent. 081180 does not prompt you to speak to an agent. I would like answers and a breakdown where the airtime went. Iv never attempted to call customer care but my experience almost sent me through the roof