BUYING AIRTIME ON THE APP

On the 29th of October 2019 I bought airtime using the capitec bank app, the transaction went through but I didn't get my airtime. when I called to enquire the matter they kept on saying we are investigating the matter, till this day I haven't received my airtime or my money back. I'm frustrated at them, this is not a way to treat customers. if they don't need us anymore then they should tell us so we can move to other banks!!!!!!