Where is my credit?

I'm a Simyo customer since several years. This morning I put money on my telephone, because I received a message worning me that the credit was low. Usually this takes just a few minutes, the new credit is there in no time. But it is now almost 9 in the evening and my credit is still not there! I received confirmation from the bank, so I'm sure I paid it. I hope this is a once in a life problem, otherwise I will switch provider!! Also, your new website is VERY slow... The previous was way better!
amti66