False Commitments

Last Friday, 12 April, during the evening my young son accidentally made an IN-app purchase on google play for an amount of R1379.99, I immediately contacted the contact centre for assistance in reversing this transaction which they said they will DEFINITELY be able to do (you can review your call logs) they will escalate to admin department for resolution on Monday 15 April as they do not weekends. I was fine with this. I received no feedback yesterday , sent follow up emails etc etc. I then , today, phoned them and much to my dismay the consultant indicated nothing had been logged or escalated. I have been assured and guarenteed by Capitec that my transaction will be reversed to me and am still waiting for any type of feedback which is horrible customer service giving the matter.