Is it worth it using the capitec app???

On the 16th of December I purchased Telkom data from Capitec using the app. My money was deducted, however I didn't receive my data or a refund. I have called more than once and used their social media platform for communication. I don't get why must I go to the branch physically in a time of Covid 19 for a transaction that I did online. Capitec has failed me once again as their client. The year is coming to an end and I don't know if I will ever receive my money back.