How Do I Get My Megabits For A Top-up Card Put Back On My Computer?

I put 1025 (1g) on my computer,it shows I used 239, and have 309 remaining. Where are the other megabits? Called Vigin Mobile for 13 days its being ESCALATED??? Still not fixed, where do I go from here? I asked for a new device, its being ESCALATED too.

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