capitec prepaid!!

Capitec prepaid is actually doing the most to me, ive been buying airtime with my app and they deduct money but i never get the airtime...on the prepaid history it just says pending, this happened to me 3times and the money is never refunded back to my account, i even contacted my service provider and they told me that it is my bank...so i actually want to know where is capitec taking my money to if i am not getting my airtime???