"Telkom *****s prepaid airtime” i have proof

So my airtime keeps disappearing with telkom prepaid account, despite not accessing the Internet or apps. I have logged a complain with the call centre and by far have not received any help but a lot of excuses and incompetency especially yesterday. Worst consultant ever by the name of Amanda! Please someone please explain to me how is it the ussd indicate the correct balance but the data service says I have insufficient funds and shows the incorrect balance? Case number ********** 2. I have started bringing ICASA, Ombudsman Services and Resolver to assist as you are failing me and responding with surveys sms's