Unnecessary charges and money going off account with NO notification at all

I purchased a 1 gig bundle for an hour for my son, on the night of the 14 July 2021 and didnt get the bundle but the money went off on my account, this was not the first time this is happening, the other 3 times its happened I queried it with Vodacom, and Vodacom has now taken the matter up with Capitec through the neccessary channels, but with this one I decided to take upon myself and call Capitec, called on the morning of 15 July 2021, the agent I spoke to quickly dismissed me and advised that i can only query it after 24hrs because I just might get the bundle, its 6 days later I am now calling to query it, and now im being told that I will be charged R80 to query R12 because it is considered an online purchase?! R80 FOR R12, never did i even get a notification for this transaction, because i always look through my transaction history thats how i noticed that the money has gone out my account but there is no bundle. It just doesnt make sense. Another thing that got me irate was that i spoke to 5 agents within the time frame of 10 min because people are working remotely and dont have good sigal, some chose to just be quiet and not respond on the call, the other lady told me my line is bad yet I could hear her just fine, and i asked her that maybe its her line. A remote call centre is clearly a disaster. Been holding for 15 min because I asked for a superior......Capitec Customer Care renders the worst service, and *********** agents.. PS: Called at 09h14.......09h37......09h40 only then I got to speak to a manager as she was experiencing issues with her mic, and hows that my problem I dont know!!!! NEVER EVER BANK WITH THIS BANK!!!