data validity balanc lapse

#1
dear sir/madam

recharge amount =119 (1 gb data + fb + wa with 21 days validity)
data validity shall expire on = 5 Feb 2015
but
19 Jan 2015 = lapse my whole balance and data and validity
i call sutomer care = they provide me SR 229124354
and resolution come = no deduction occur

sir
if there no deduction occur then where my whole data balance and validity gone
 

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