Axxess charges for data not received.

I topped up my account on 30/12/2019 around 5:00pm. The portal stated that the topup takes about 10 mins. An hour later after not receiving the data I phoned axxess but had to hang up after being given the run around and no explanation. I the received an email from Babalwa Nquva at 18:41 (more than 3 hours later) stating that there were problems with topups and had no idea when it would be solved. The following day I still did not receive my topup. Since I would receive new data the next day, I no longer required the topup and request axxess to cancel and or reverse the topup. I was the told by Minilleah Stander that the topup could not be reversed and that the topup data was allocated. The data was never allocated and my bank was debited with the topup charge. ThIs is blatant theft. I want the topup charge repaid to me and I want this service cancelled end January since axxess has already deducted the fees for January.