Deposit query

On the 21st of January 2021 I made a deposit using the SID function on the Betway app and whilst the transaction was loading there was a error, the money was deducted from my bank account and never credited to my account on the Betway app. I logged a call later that day and I was told to email a proof of payment to the eftclearance department and that the issue would be escalated. The 25th of January I called again and was told by the consultant that the matter was not escalated then the consultant told me that he would escalate it but to this day I still have no response as to what is happening, I've called numerous times and even tried emailing the support email but no seems to be helpful. It has really been a bad experience, two weeks and still no hope that this matter will be resolved. Empty promises of consultants telling me that they will call me back, I really don't have the time to be calling everyday to get this matter resolved. I really hope that someone can get in touch with me and actually assist me