Airtime purchased through Capitec but not recieved

I purchased airtime for R70 on the 14th of August 2020 using the capitec app. To date i have not recieved my airtime or a refund even though the money was deducted from my account. I lodged a complaint on the 17th of August and have recieved no positice feedback as yet. I have followed up on numerous occasions only to be told the matter is still under investigation. Very poor service from Capitec! If there was a more serious issue concerning a larger amount of money will i have to wait this long? I am very disappointed with Capitec. I want a refund asap.