Capitec self service options

I called in to query two airtime transactions of R60 ,upon processing the first one it didnt go through and showed up on the purchase history as pending , restarted the device and made the purchase again same error popped up, called my service provider and was advised to call my bank. Called the bank(Johannesburg branch)and the rep gave me such an atrocious service never reassured me of a refund and gave me the automated response of the turn around time of 24hrs which was a huge inconvinience. Spoke to her manager Andisiwe who did not take responsibiliy and have nor recieved feedback as to how will these funds be processed , will it be refunded or will I recieve my airtime back. Capitec needs to invest in competent staff who have clear understanding on the their processes and learn soft s****s to speak to customers in an appropriate manner. Capitec is trash and rips customers off and excuses this type of behavior to third party processors without consolidation of reassuring the resolve of this incompetence displayed on the ********** experience. I want my airtime or funds back within 24hrs as per telephonic conversation. Treating clients like dirt is a no go. I hope people dont fall for the cheaper rates because customer experience is horrible. I would never recommend Capitec to anyone they are not customer orientated or customer centric.