Hi there Newhere,
Just following up to see if you got this resolved? I have to do recharges for my mum as well and find the easiest way is just to do it online
I'm afraid we don't have visibility of customer services here on this public forum to be able to see what the issue is/was.
If you still need assistance:
It does certainly sound like you were let down so that is a shame and disappointing to hear.
That is understandable, if you end up changing your mind definitely request to speak to a Manager if you didn't already.