Capitec call Centre agent

I called the contact center to get a pop emailed to me for a transaction I did on 92 August from the app on my phone. As the male consultant that was assisting me picked up the transaction on my account the call died due to my airtime getting depleted. I recharged and called back. The lady that came on the line at the call center could not pick up the transaction. Are they working on 2 different servers or is it just incompetance. This is important as it was tow truck fees that has to be refunded due a motor bike accident 3 weeks ago. Very disappointing.