bad customer service

I purchased R100 cell C airtime using my cellphone banking on the 09th July 2020 the airtime purchases didn't reflect but the money was debited from my account. i thought i should give it some time and after 48 hours when It still did not reflect i called capitec about the issue i was having and i was told they would sort it out and refund my money back to my account. i did not hear anything from them for a week so i called them again and i was told they were escalating the matter so it can be sorted out. its been 3 weeks now and i still have heard anything from them and still no refund has been made on my account.