Missing airtime

I have a blackberry for many years on prepaid. I pay R59 for BIS which gives me internet,email & wats app. If I dont have BIS then my phone shouldnt allow me to have internet,email or watsapp. Over the past few months Vodacom has taken my airtime thrice. Every time I called them they said my phone either didn't have v/live or settings have been wrong on my phone. After the 2nd deduction I spoke to customer services who said the error was rectified and it would not happen again. Too my surprise my airtime was taken off again. I called customer care and spoke to Zintle Momei who said BIS was offline and once its back I would be refunded. I asked for her to get a manager to call me as she said there are no managers that work on Sundays (strange). No manager called so I went to Vodacom gateway and a consultant said if I don't get a refund in 2 days I should call Vodacom and quote ref nr (9THPI) . no refund so I called vodacom and spoke to a manager TSPEHO who said he doesn't know anything about this reference nr. He said he would check whats going on and call me as the TCP/IP settings were correct on my phone. Still no response<br>