Why so ling to resolve incidents

Airtime is an urgent thing, when you purchase it you expect to get it immediately. On the 14th of august i purchased R85 airtime from Capitec app but until this day the 28th have not got it. I logged my incident to them on the 15th and i was told it was escalated so i will wait 3-7 days. I waited, i couldn't call for my emergencies waiting for my airtime. I went back to them and they told me i must wait because it hasnt been resolved yet. Now its the 28th!