Capitec Banking App Woes

Capitec bank has developed a nasty habit of deducting money from my account after purchasing airtime but does not load the actual airtime. On Thur, 04 July 2019 at 04:15 am I bought R 138.00 airtime through their banking app but no airtime was loaded onto my account. It happens atleast twice a year since 2017. And I struggle to get that money refunded to me. What is it with you guys. Please load my airtime or refund me because I have to finish my project and submit it on Monday. Why can't you solve this problem permanently or atleast try to refund people sooner. I am angry that if Capitec was a physical person I would have strangled you.