Poorest service from a bank

Bought airtime on 21st October, did not recieve it but funds were deducted. Waited 3 days for a reversal of my funds but till today nothing. Lodged a complaint in October then last week someone contacted me saying waiting for decision if airtime will be topped up or funds reversed. It is now the 10th November still nothing. If they can't resovle a simple issue of airtime worth R100 how are they to be trusted with lump sums? Am sure Ithala bank can do better