Airtime not loading through App

I bought airtime on the 1st of June through the capitec app and the airtime didn't load onto my number and the funds weren't credited back into my account. So like a decent human being I know that these things happ n due to network or whatever the case, so I called the client care to find out what's happening and the agent I spoke to said it would be resolved in 48hours by either refunding my account or the airtime to load. I called again for the 2nd time a few days after 48hours had past..got the same response as the first. Needless to say I called a few more times as nothing happened. 3rd, 4th, 5th times I called the client care, and still counting, being told at these calls that the issue has been escalated. Today is the 19th and I'm yet to get refunded. I've been a client of Capitec Bank since 2010 and I'm appauled at the treatment.