Capitec unresolved issue

Good day :-(

Can capitec please explain to me why they have not resolved my complaint about the issue I had when their app/services were offline from the 5th of August 2022.

I found myself in Debt with Telkom as they could not collect their money due to this issue of capitec being offline ( for every failed debit, my contract with Telkom states that I will be required to pay R200 extra on my next debit, of which that occurred when Capitect was offline.

I went to the branch in Aliwal street Durban to log a complain, I did not get a reference number/ case number.