Blue label connect- at your own risk

Apparently these ********** supply vouchers when you by airtime via an app or the internet. I bought R110 airtime this morning via my app, money was deducted from my account but I did not receive the airtime. I called the bank to check why and I was told to call Blue Label connect. After holding forever I managed to speak to Mbalienhle who requested I get the purchase reference from the Bank. After getting the reference I called Blue Label to provide such. I managed to speak to Justine who was very clueless of what I was talking about, really??? After sometime he took down my number and promised that Mbalienhle will call back. 3 minutes later she called me back and declined that I initially spoke to her but is willing to help. Kept me on hold for a while and told me she lodged a case and will revert back to me within 48hrs. What if this is an emergency, should I still wait for 48hrs even though it took me less than 2min to buy the airtime?