Refund not received and to get R12 refund I must spend R100 or more which is not economically. I went to bank ombudsman they said that I must

I've purchased R12 airtime last year September via app but I didn't receive airtime, I went to capitec Birch acres mall to claim my refund on the 20th January this year. Even now I did not receive my R12 refund. It means I have to spend R100 to claim R12. That's why I'm thinking of going back to my.