Airtime query

I recharged my phone using the banking app and I never got R50 rand airtime. I called the service provider and I was asked to communicate with the bank. I called the bank and I was told that they will investigate. The bank finalised it's investigation and the feedback was that I did receive the airtime. I then called the service provider again, service provider confirmed that they can't pickup a recent recharge voucher for R50. The case has been closed but I haven't been credited with my airtime.