False airtime advances money retrievals

I have a contract with Vodacom, and I have been a loyal customer for over 15 years now.

I recharged airtime, and it disappeared, when I called in, they said I had subscribed to something that I hadn't. I asked them to escalate the issue and for a refund, the consultants that helped me were lovely. However I was told I wouldn't receive a refund because I had subscribed to whatever it was, yet I explained countless times that I didn't subscribe to anything.

my issue was then closed, with no refund. I called in again to sort out this issue and shared with them the messages that I had received, and this time I was told that I took airtime advances instead of subscribing to what they had initially accused me of. I explained to them that I did not take any advances, but they insisted that I did. Whenever I have needed airtime this year I have bought it myself, and haven't used any advances. I was told I would not receive a refund because I took the advance. I then realised I would not get anywhere with the back and forth.

However still super upset about this, because I already pay so much, and I feel like I am getting ****med by Vodacom.