My Airtime is gone!

I called Vodacom Customer care today before 2 as i had loaded airtime R30 and it was just gone. called vodacom and spoke to Paul. I explained to him that my airtime is gone and that i needed it back as a matter of urgency. he said he will send me an sms with instructions and will call me back. he did then call back and said that his team manger says that there is nothing she can do my airtime is gone and they cant help me. which is insane because customer care is there to help and not dismiss their clients. the sms that Paul sent me with instructions does not work i have been trying it since i got the sms it keeps bouncing back with an error code. this really frustrates me as that was my last R30 and i really need the airtime URGENTLY. and for a team leader to just say NO there is nothing she can do is just a insane I NEED THE AIRTIME VODACOM AND YOUR RUDE TEAM LEADER PLEASE