*****ing airtime again and can't get help

Your system seems to have an issue because I have screen shots where I've purchased bundles the sms does not come through but I get billed. Sometimes I have to try to buy it twice before it comes through but I see it still take my Funds I've now had to collect screen shots to prove this I can't even work properly now because I can't buy bundles please could I request a refund on my airtime and to make sure these purchases work properly. I tried to speak to a consultant but you guys actually don't have that option available on your help line so this is my only option