Vanished airtime

I took airtime advance worth R50 from this network provider on the 1st of November 2022.when I tried to convert the airtime to Monate bundles 4,7G worth R50. Telkom was not cooperating. I did not get any message stating the money was deducted and the bundles were successfully allocated. I then checked my balance cause I could tell clearly it was a network problem it said I have a 0 balance.. I then reported the issue and Telkom is still giving me every excuse not to get this fixed I even had to borrow a further R20 to buy 1G on the 2nd. I need this fixed or I'm changing my provider