COMPLAIN BAD SERVICE

I bought telkom airtime using the App on my phone on the 04.05.2020 the money was taken from my account but the airtime was never loaded, the following day i called my bank to inform them and asked if they can reverse the money in my account and they did say they had a problem and they will do the reversal it will take 48 hours for that to be done. I called a week later and i was told that they haven't looked into the matter i should follow-up after 48 hours again, i followed up after 48 hours and i was told it has been escalated and they will provide with feedback today again i called and they telling me the same thing. No one is communicating with us we have to call to get feedback THIS IS BAD SERVICE AND I CANNOT TRUST THIS BANK WITH MY MONEY I NEED THIS MONEY BACK IN MY ACCOUNT BY CLOSE OF BUSINESS TODAY AS THIS MATTER HAS BEEN GOING ON FOR MORE THAN 3 WEEKS NOW YOUR FEEDBACK ON THIS WILL HIGHLY BE APPRECIATED