Priscilla does not know how talking points work

So I had 248 talking points and i loaded R29 airtime, however the balance of the points did not change, I called in the call centre to ask about this and Priscilla said to me she doesn't know about talking points, she proceeded to ask me how talking points work at first i thought she was joking, until i said to her but you are the one employed by vodacom you should know, she then said she will ask a team leader to call me back and I am still waiting. This is below service from vodacom, and if you are going to employ people who know nothing about your network you might as well shut your doors. I'm very irritated