Disappearing airtime and rude consultant

On Tuesday the 23rd of June I had a balance of R27.01 airtime. When I did a valance enquiry around about 22:40 it said I have R4. 99. I phoned Vodacom customer service to query and I was advised by the gentleman who I spoke to that the system had not updated and he would phone me back after 30 mins. He never phoned me back. I called today as 6:38 I spoke to a lady who seem like she had no clue on how to assist me. She kept putting me on hold and asking her colleagues. She said she would phone me back. She called and tried to do some trouble shooting. With every aspect she investigated she could not find an explanation on what happened to my airtime. She asked a very arrogant and rude consultant by the name of Lwazi Khumalo to assist me. She tried to make excuses to try and justify the disappearance of my airtime. But I was still not happy. I asked Lwazi to lodge a query for further investigation she told me she will not do it. She blatantly said she won't lodge a query 4 something she has resolved. I don't know how it has been resolved because my airtime is still missing. I am very disappointed by the service and the behaviour of Vodacom staff. I have been a customer for 13 yrs