Frustrated and disappointed is an understatement

Hi, I've just bought airtime on the MyWorld app. The most frustrating experience of my life!!! The app initially gave me an error when I tried to make the first purchase. Then gave me another error when I attempted again. When I checked my balance, both amounts had gone off. I tried calling the call center and I spoke to a consultant (Paulina) who basically said nothing can be done. Asked to speak to a leader (Lerato) who told me the same thing and basically I would need to wait it out. No matter how many times I tried to explain to her that I urgently need that money, she was condescending, said she couldn't do anything. Said she needed to authenticate me, after I had already authenticated myself via IVR. Said she would send me a pop up (which by the way doesn't work when you have a dual sim). As if that wasn't bad enough, I was told to go to the branch which is another inconvenience . The team leader suggested that I call again, go to the IVR to be authenticated (with which airtime because I had already stated that I was trying to buy air time so OBVIOUSLY I don't have airtime). My other issue is that I was expected to explain myself AGAIN!!! Lerato didn't even attempt to at least inform her colleagues of my enquiry, I would have to do that again. Eventually I just hung up because clearly no one was willing to help. This is the worst service I have EVER gotten. I am so disappointed in African bank. No acknowledgement of my dissatisfaction, no understanding whatsoever. And by the way I need that money urgently. But clearly you guys don't care. Extremely disappointed