BDO Online Banking — unsuccessful prepaid load

This is the second time I haven't received my load. The first time was i think is 1 month ago. I load 500 and it said that it was delayed and wait for 1hr. So i waited. But I didn't receive any load at all. I didn't complain coz i said that it was just a 500 and that's the only day it happened and now I loaded 1k prepaid load and same thing happened. Like wtf! Every time i loaded more that a 500 it was a delay? And I won't rcve it. Is that how you scam or get money from other people. I want my money back or just load it to me. I can give you the reference number now. I'm so pissed