Etisalat complaint: Credit

On 21 April i put 75.95 pounds in my credit to renew my bundle then at the same second i opened my data usage which i usually do renew it from etisalat app i got a message that says that i don’t have enough credit and you only have 75 pounds while my bundle is with 75 pounds after 15 min i find that all my credit is gone i called the customer care which i do not find any care in it as a loyal customer to etisalat i thought they were going to resolve my issue talked to the agent he kept telling me that i used the data while at that time i wasn’t even on my phone and found out later on that my bundle wasn’t renewed agent was persistent that i used the whole money in 15 min on data usage i asked to speak with the manager manager told me the same thing although they can see that i was renewing my bundle but they kept persisting that i used the data and that its the background app that took the money which doesn’t make sense its not the first time to renew my bundle I’ve been a loyal customer i even sometimes renew the bundle twice a month the manager didn’t solve the issue so asked to speak with someone higher so at last spoke with khalil in compliance i didn’t like his attitude in the call he kept saying that your usage its not something from
Our end and that its my fault that i was trying to renew my bundle through the app as i don’t have data as we have other options so can someone tell me why do we have an app if we cannot use it and in the end he didn’t solve the issue im really disappointed in such a huge company that cannot even handle such a small issue . Firs message in the attachment was 7:55 second one was 8:15