False Airtime Advance

On the 9th of November 2023 I received a message that I requested airtime advance of R6 but the airtime was not credited. I immediately contacted Vodacom on Facebook and the Consultant that helped me gave me a number to check balance and screenshot I did that and I was promised that my airtime won't be deducted I still have proof and on that day I had more than enough airtime how would I request for airtime advance.

On the 16 of November 2023 I bought airtime and that R6 and R1.50 was deducted I immediately reported and that was the start of my problem. Nobody is willing to help me I produced proof that I did not receive the airtime but nobody is producing proof that I was credited the airtime. What surprises me the most is that when I request for airtime advance myself the minimum is R5 but on that fateful day I was told that I requested R6. The Consultant that helped me that day assured me that my airtime won't be deducted and if I enquire I am told that their decision is final like how when I didn't request for airtime advance neither did I receive it. If I had received at least I will complain of something I used but didn't request.