Bought airtime using capitec app money was debited but didn't get the airtime

I bought 100 airtime on the 27th Nov 2020 i never received it but my acc was debited, i was then told to wait 48h. Went to the bank on the 1st Dec and i was told to wait for 3-5 working days i went to the bank again on the 8th Dec and this time was told that they don't know when I'm going to get my refund cause they're still waiting for response from cellc concerning my airtime. My issue is that i don't understand how that's my problem cause it was not my fault capitec decided to **** me and this is not the 1st, they know we'll eventually get tired of running around the bank and complaining. Capitec services are extremely poor and i believes they did this on purpose cause i know alot of people whose experiencing the same problem. Like seriously when i bought airtime now it's because i want to use it now!!