DATA issues

I bought data in September, i still had more than 5gb on my phone and got an sms to say it will expire, thought it will never expire as the new rule app**** in February this year by ICASA said DATA will no longer expire and for them to use my airtime they will require my permission 1st, to my surprise, i lost all the data on 18.10.2019. Worse part, they then started using the airtime that i had on my phone. Everytime i try calling their customer services, i dont go through to a consultant to assist, the system automatically requires you to use self service where you cannot even log your query, or doesnt have your query nature type. All i need is my data and airtime back and for them to improve their customer service access, they dont even have emails where we can send out our concerns, so how should we get assisted?