Unable to make calls with positive airtime balance

Sometime ago I had a problem with my telkom sim card, I bought airtime to make an urgent call but when I tried to call out it says I do not have airtime. I had to make use of my cell c sim so meaning had to buy airtime again. I called in to find out why this happened and they couldn't tell me and had to investigate but because it came right by itself so I didn't bother to find out that the problem was. This happened again last week, I baught airtime and when I try to buy data with it or make a cal it says my balance is R0.00 but when I call 180 to speak to an agent they can see my actual balance. I tried to get help through their twitter account since last week with no help as of yet. This happened again this morning, couldn't buy data so I had to cal 180 for an agent to convert my airtime into data. i spoke Samukelisiwe Mthwethwa in the Durban call center at around 8am and asked her to first convert my airtime to data then get me a team leader so this matter can be investigated and corrected but I got their famous words "The managers are in a meeting". If this is how Telkom operate then I would not recommend people to join this network. she says her manager is Eugene Nkwanaso and I want to know if he really was in a meeting on the morning of 24 July 2019 at around 8am and if so, are they no stand ins or floorwalkers to assist customers? Maybe I need to have a cellphone contract that costs R1000 pm in order to get assistance