Airtime advance

Bad customer service. Bought airtime and part of it was deducted and I was told it was for an "airtime advance". The agent told me it happens automatically when you buy data and you don't have airtime. We both confirmed I had airtime and escalated the matter. Within a few hours I received an sms that I initiated the service. No one bothered to explain when and how. The escalation was subsequently closed without any explanation. CUSTOMER SERVICE BEYOND POOR!