Capitec bank taken money off but no airtime

I have bought airtime for a school child that desperately needed it. She never received it. After numerous phone calls to Telkom and Capitec bank I was told by Capitec bank that there was an issue from their side. They will escalate the problem and get back to me. Not a word from the bank. I have paid for it. The poor child needed it as a matter of am emergency.