Pathetic service

On Saturday 03 Feb 24 I bought an all-in-one bundle online and paid via my bank app. My bank account was debited; however, my bundles were not credited to my number. on Sunday 4 Feb I contacted Cellc's customer service and spoke to Ntokozo Vilakazi who told me that I failed security questions, and she was unable to assist me. My question to her was so what do we do now, because I'm not prepared to lose my R149, and she was unable to respond. I then requested to speak to a manager and spoke to Hloniphile who also told me that I have to go to my bank and obtain a purchase reference and time. I was not prepared to go stand in long queues for the purchase that went through my account. On Monday 5 Feb I called Payfast who could locate the payment and confirmed that the funds were forwarded to Cell C, which was sent to Cellc customer service. To date I have not been credited with my purchase and now understand why lots of associates have left CellC because this is pathetic!!!!