Money taken on my account and not receiving the voucher

The customer service at Capitec is appalling made a airtime purchase the voucher wasn’t loaded on my MTN cellphone card called MTN and they confirmed that the was no airtime loaded on my card but yet money went off my account and when calling the call center agents we not getting anywhere they don’t even want to open a formal complaint as I have told them a number of times that I am not happy last agent that I spoke to was refilwe and they said that they are escalating to a team leader named Mbali after asking for a reference for my escalating I asked what going to happen now she said she can’t tell me.

Like the is no escalation process and really not happy Capitec head office must really do something about this I want my money