Airtime dissapearing

I bought prepaid airtime for R200 and I tried to buy data bundle but airtime just disappeared. Called customer service but they couldn't tell me what happened to my airtime. They said I must call after an hour which I did but they still didn't know. I needed to make urgent calls so I bought another airtime for R100 which also vanished!!! Customer service says I must wait 2 to 3 working days!!! How is it possible for a big company like that not to be able to resolve a small matter like that. I just want my money!!!!