CAPITEC IS *****ING MONEY FROM THEIR UNNOTICING CLIENTS

I bought the airtime on their app on the 25.05.2021 but I did not received it . I then logged a query on the 31.05.2021, the consultants told me that the query will be resolved within 7 working days, I phoned them on the 18.06.2021 for feedback and I was advised that they have not received any feedback from their supplier( BLU LABEL TELECOM ) , but when I called yesterday I was told that the query was closed on the 18.06.2021 but nobody phoned me to provide feedback. The consultant I spoke to said the supervisor will call me before 12pm but they never did , I then phoned and spoke to Shanize who resubmitted the query and advised that she will call me back for feedback but ended up sending me an sms advising me that my query will be resolved within 24 hours. I have just phoned them again now after the 24 hours has lapsed. I spoke to the consultant who said the query was closed without any feedback from the supplier, I requested to speak to the Supervisor ( Mbali ) who told me that they have logged another query and the feedback will be provided to me after 14 days, what I fail to understand is that according to Mbali they did receive the feedback from the supplier and they said they have got no records of that transaction which means Capitec took the money and they are now stalling to credit that back into my account. I think this bank does not care about their customers and they are also *****ing money from their unnoticing client which is totally unacceptable. Somebody must address these issues !!!!!!!!!