cellphone app *****s money for airtime !!!!

on the 6th april i purchased airtime via my cellphone app and while money was deducted from my balance i never received the airtime . i then called my network who asked me to wait 48hours to see if it reflected but nothing happened called the bank today spoke to an agent who put me on hold for +10 min and just never came back and then i called again to be helped by an agent Njabuliso who was very helpful and apologetic which is great but she tell me this needs to be escalated to a company called blue label (another +-48hours) and then they will tell me how we going forward.i think this is ludicrous what if i bought that airtime in an emergency!!!!!!!!!!!!!!i want my money refunded since then i have bought airtime .i dont need that anymore .how can you guys not know whether you customer gets the airtime or not . but you can take our money ... call ref ; ********** 6