Poor service delivery

I purchased R100 telkom airtime on the 04/05/2020 using the mobile app and did not receive the airtime purchased.I then called the customer care and spoke to Nokwazi who told me the picked up the transaction and confirmed with me it was not corrected.She informed me that it would be escalated and provided me with a reference number:***9. To this day i have not received my R100 back nor have I received the airtime purchased.I called telkom and nothing reflects on their end. I want my R100 reversed into my account.