Terrible service

I purchased airtime via my banking app on the 17th January and it did not upload on my phone. I've been in contact with my service provider and was advised to contact my bank, I've been in contact with their agents via their WhatsApp platform from the 17th January until today 01st February and I'm told that they are still investigating, how is it possible that an issue such as airtime can take over 3 weeks to resolve. The agents that communicate via WhatsApp can't really assist with any issues and have a don't care attitude to a query. it's extremely frustrating and quiet disappointing. Can someone at Capitec please assist