Data bundles

I dialed *111# to buy data bundles and never got my data I then called 111 customer service to be assisted and was told to dial *141# to upgrade my Sim card that was done and still my data was not reflecting then I bought an additional 100MB using banking services and I only downloaded 1 app from play store then all my data was gone and I had to buy 100MB for the third time again. Then the lady from customer care called again to ask if my data is reflected I told her no then she said she will re-emburse me my airtime which never happened. What is causing this problem as it's a huge inconvenience?