Capitec connect voucher

I am livid and stressed about how *********** Capitec staff is. 3 weeks ago I bought a Capitec connect voucher by mistake. I had called after for them to reverse my funds as it's an incorrect perchase to my shock they refuse although I had explained to them that I don't have Capitec connect. Then I was advised that I can claim the airtime using any network. Then I did as advised the voucher is invalid when I try to redeem it. I have been logging queries on top of queries to say I still have not been. assisted everyday they are escalating it. Tell me if it's normal for a complaint to be escalated for 3 weeks straight what the hell man.