Terrible service

I contacted Capitec on Thursday 17 December regarding a purchase made on my banking app for telkom data that was not received. The agent Shulami promised that the transaction will be reversed. No money was paid into my account. I contacted Capitec today and spoke to another agent who stated the issue is not resolved and that it will be resolved “shortly”. Not sure when shortly is, but he will escalate it... didn’t ask for any of my details. Stated that when it’s resolved the customer willowy data or be refunded. I stated that I want a refund. This agent was on his own mission of saying whatever he wanted to say. No regard for the customer. I asked him who will contact me.. no clear answers. Do all client service agents receive training on how to sound incredibly vague. The call was cut as I ran out of airtime, but of course no one has called me back. Useless