Horrible service from capitec call center

I bought airtime for 50 rands from my app and i did not recieve it. I called in and the lady asked a number of questions which used up 15 rands of my other airtime and then told me to wait for 24 hours the airtime will appear or i will be refunded, as they were experiencing some difficulties with mtn And then I call again after 48 hours and they use up about 30 rands of my airtime and this time their reply is i must wait for another 24 hours they have escalated the issue and gave me a reference number ***1 by zanele bam. Cant i just get the airtime i bought already