Mobile Transaction Money Not Remitted nor Refunded

On the 1st of June 2020, I attempted to buy Telkom airtime using my mobile app. It failed, with the money being returned instantly on a few occasions. Because I was on the road and had no cash, I had to keep trying. Eventually, I guess the system got tired of returning my money, so the 2 transactions I attempted of R100 and R50, neither was the money returned nor was the airtime remitted to my mobile number. I waited for weeks, nothing. Eventually I sent an email to customer care (***) attaching the transaction slips with the full transaction information from their system. No response. I wrote again, then I get a response from one Antoinette Branco-Peters who told me to wait 24hrs and if the money isn't in I must log the call. This is despite the email already showing that the money had been outstanding for more than a week, and that the email to client services was already a log of the issue, and it came with reference number of the issue. So I rep**** to that effect. No response to 2 or 3 emails. So I decided to call the provided number after s few days of no further responses. Since I had already spent money on airtime which didn't come to my phone, I requested a call back, unfortunately to be told by the agent that they're unable to call back. So I had to hold on, hoping the little aitrime I had doesn't get finished while talking to her and I get cut off and have to start afresh. I thought I was only going to follow up on my already logged issue, only to be told that:- 1. I have to log it in afresh because, apparently, the "other department" cannot escalate the issue via email, On inquiring why she told me she didn't know how the other department works so she cannot explain why they are unable to automatically create an issue from my already received compliant. 2. So I had to get another reference number (which I've since forgotten) 3. There's no turnaround, so the issue can remain unresolved till Jesus comes, and meanwhile I have to suck up to the fact the bank misappropriated my money and there's no way for me to recover it until if and when they feel like it. 4. If I don't get a response I must call again (what? Buy more airtime to recover airtime money???), or email to the same email address that has not been responding to the previous emails. It's been almost a week - if not longer - since this phone call with the agent, and, true to form, no communication, and definitely no money back into my account. Needless to say, I had great, great expectations of Capitec, the bank that impressed us all and had us moving from our previous bankers...but alas, from impression to depression. I shudder to think how I'd be faring if this was a larger amount.... (:-