Bad Systems/Service

Honestly I am not happy about this bank, i called them on the 1st regarding a transaction I made using the bank app, i was given ref ***1, its 19 days now i have been calling but everyone is just telling me different stories, there were two unsuccessful transactions of R499 for 200GB data which I did not receive the data but the money was deducted from my account, they told me that they were having technical issues MTN says they didn’t receive anything from the bank but they don’t want to refund my money I mean the query ***6 was logged on the same day but it was resolved what’s so difficult with sorting this one?