Bought Airtime using my internet banking and i didn't receive it

i bought airtime and it didnt show on my phone , i called through on the 14 February 2018 and i spoke to Nokukhanya and she told me that the Airtime will be credited to my account withing 48 hours and there is no reference number for the call , i dont understand why not as every call should have a reverence number. i called again on the 16 February and spoke to Slindile at 14h18pm and she promised me that her supervisor will call me and i have been waiting for it . i called again same day bare in mind am calling with my airtime i spoke to Olwethu She said i must speak to my Bank. then at the end i was given Nolwazi Shezi and she told me to send bank statement

i dont really understand the service you guys offer i cant go through 4 people who all didnt assist me but they all tell me different things and pass me around , is this how you treat customers in your business.

i request to be refunded my money and i also request that airtime i bought for free as i have been spending another airtime to call around .

may i kindly be refunded urgently as i am willing to take this to Ombudsman