Bad service

I bought Airtime using the Capitec App of R30.00 a week ago,I saw that I was not recharged so I call Mtn to confirm the purchase they advised that they have no record which i decided to visit to visit the Capitec branch in Ghandhi square where they confirmed that a purchase was made and I was told to wait for 3 to 4 hours everything would auto correct,well that did not happen i had to go back to the branch after another 24 hours had passed and no airtime no funds back to my account,I was told they are investigating I was given another reference I don't get how something so small can take so long. I have been with this bank for well over years if not more I am just so disappointed.????