App purchase

I'm not happy about the service I got from Capitec, I bought airtime on the app on the 20th of August. I called several times, I even went to the branch. I was told I will be called for feedback, which was not done. When I called back again I was told my airtime was topped up, which was not. I was given a number for complaints (number doesn't go through). I would like my money back.