Terrible customer service

Capitec is just useless I bought a blu voucher via the app and the voucher was not given but the money was taken off. I called capitec bank and logged an Inc-*** they than referred me to OTT for assistance who referred me to blue lable connect and blue lable advised that the voucher is still unredeemed and that capitec should contact them directly because I made the purchase via the banking app. Capitec refuses to assist and keeps telling me they escalating the matter and that it would take 24hrs for feedback it's been over a month and still no response.