Misresprented to buy airtime

Good day to who's going to deal with my query, I have been ******* by Vodacom to buy more airtime to get R200 bonus airtime on 11/12/2015 however it never materialised as this **** ate my own airtime that I had, I checked *123*1# but I get told I have no bundle what crop is that, I want that airtime and my own that was taken when I made calls, please fix this mess and refund me back today or will take this to the ombudsman as this is not fair to us as clients, fix this and don't make excuses. Waiting to hear from you.