Bad Customer service - Account not recharged

I have a Cell C Home Connecta Sim that I bought from Pep and I bought data from the Cell app and it was never credited to my Sim card, number ***. The purchase was done on 01/10/2021 100GB for R199. I have called their customer service to log the query and I have been sent from pillar to post. The first time I called they said I should contact my bank to find out what's going on if I'm not successful I should send an email and attach the proof of payment to customer service. And when I called the bank they said the transaction was successful the money went out of my account. Sent an email to cell with the document as per telephone conversation and I got a reference number when I try to follow up I always get agents that say Customer service doesn't have a direct line I should send an email to get feedback. I have wasted a lot of airtime trying to get feedback but I have been unsuccessful. On Saturday when I called again they said the query was never logged I should go back to the bank to get the refund. The bank wants to charge me R170 for a recall on the payment that was deducted by Cell C.