Useless Management team - Refused to Escalate

In error we loaded R1000 airtime to my sons number instead of making a capitec payment. I called your call centre and the IVR confirmed the airtime on the line. We the requested to speak to a consultant. As expected she advised that we cannot reverse the airtime into cash. We requested to speak to a Team Leader, who also reiterated the same information and REFUSED to escalate further. The line is my son and we have switched off the data and took the phone from him. We are struggling and are in desperate need for the money. We urge that Cell C to zero the IN account for the number and refund the money back into our account so that we can get food and electricity for our children. Please urgently make contact with us and please coach your Team leaders to think out of the box . She refused to give the call to the managers citing they left at 16:00 and will not be available. It is easy for black professionals to be rude to customer and be stuck to process and systems however they are different to our white counterparts. I made it clear on the call that I understand her limits at work and asked her to escalate this further offwhich she refused.