Stole My Money!

I bought airtime for R185 using the banking app and the money left my account, but the airtime never loaded. After going to the bank several times, I was given incident: # *** and was told it would be resolved in 5 days. When I went to follow up, the incident had been closed, but there was no resolution. Exactly how do you close an incident when my money wasn’t either refunded or airtime loaded? After that I was told there’s nothing else they could do. This is despicable and I’m appalled that this is how you treat your customers after years of loyalty. I used to always wonder how you were able to have low fees - now I know it’s through *****ing money from your customers! You should honestly be ashamed of yourselves.