Poor services

I purchased airtime on the 28th of February; Capitec had a system issue, but they still took my money, and I never received my airtime or the money back. I have called them numerous times explaining the same thing, and the agents will always inform me that I’ll get a response within the next 24 to 48 hours. It’s been 10 days, and I still haven’t received my money back. I’m actually sick of Capitec now because I always have to call in every month with a different issue.