I bought data bundles in bulk from the cellc website but it was never loaded.

I bought data on the cellc website on the end of February, money was deducted on my account but data bundles were not loaded, I told them about this and they requested a screen shot showing that money went out, I gave them that, they wrote back and requested a bank statement, I gave them that, they wrote back to me and requested that I call customer care with the incident number and I did that, the consultant said she couldn't see anything on her side, so I wrote to them again but there was never a reply to my last email. Could it be the cellc doesn't know that we buy online to save ourselves time? Can't they just go to back office of their site and check what went wrong, can't they use the reference on the bank statement to track money on their account. or all this was to just wait for me to give up?