Still waiting for my refund.

I bought airtime on the 17th December 2020 which I never received. So I went to the bank on the 24th December 2020, I was told to wait 14 days then I would get my refund which I did not receive. So I went back to the bank, and their response was that the airtime was topped up on the 17th December but I didn't get it, I messaged Telkom on Twitter to check with them whether the recharge was successful or not, the response I got is as follows"The recharge did not interface on Telkom's end so I need to contact the bank for a reversal". Now I'm in the dark because it seems like Capitec does not want to help.