****** money from account, internally

I purchased airtime via the capitec app but I didn't receive the airtime. I have contacted the bank several times with ref ********** 1 and all the consultants seem not to know what to do. Each one of them keep telling me they'll escalate it but nothing is done. I must say your consultants are useless, i give them a reference number they ask what they can do for me? Who was assisting me before? I mean whats the reference number for? Capitec is a joke.