Call Shop Problem

Hello
I'm Spanish and yesterday I try to buy 12 points on the shop. and In spain dosn't work the sms buy ok, but The Call doesn't work too. I call and computer voice say me the price of the call and turn off the call...not ask for the code to obtain the PIN code. I'm really surprised when i know the money was i spent and didn't obtain any point. Why?. What I need to do?. Why don't work The call sistem in spain now? Since 4-5 days I buy 24points and works without problems. But now...spent my money and doesn't give me any point. Please help me. thank