I want my money back

On 19 January 2023, I bought R549 data for *** via your website and used card as method of payment. We did not receive the data and your call center said we must go to our bank and we did. Bank told us to go back to cell c since the money went out on their side. Cell c needs to call they bank for Cell c's bank to call their pay merchant to release my money.Please refund my money

Been to Springs Mall and all the staff members there were rude including the manager . I dpoke to the managers manager and asked I sent him an email yo *** I did on Friday but never heard back from him. Case numbers *** *** *** ***