Bought R50 airtime yet 9 days later im still waiting for it

I bought a Cell C R50 airtime voucher and a R29 whatsapp bundle on the 15/01/2022. Normally I'll receive a text from them stating the amount I purchased however I just received a text saying "Cell C." I found this quite odd because I tried making a phone call and there was no airtime so I called their customer care team to fine out why this is happening . The guy advised that they had a issue with their airtime and data, I found it quite strange because my data went through fine. He said the airtime will be in that day however it's been 9 days and I haven't received anything yet. I sent Cell C emails and called them yet they keep saying they are investigating. What are they investigating when I have a bank statement that shows that money was deducted for the airtime. I'm very disappointed in Cell C 👎