Funds allocation

I made payment on my profile using my capitec app on the 14-11-2020 with my reference today is the 18-11-2020 it still not allocated to my profile I have been trying to call from the 16-11-2020 only on the 17-11-2020 they picked up after several calls the told me to log an inquiry with a proof of payment which I did and when I checked today still no money on my profile when I called again after several calls when the consultant picks up she said they offline then said it will be allocated after 10 days now why is that when the reference with my user ID was there and I’m not bored for depositing money on the profile I need to register and also have a time frame in working on..what kind of incompetence is this..I need money on my profile as in today please!... tickets numbers T751243