Airtime not loaded but funds deducted

I tried to load R55 airtime on my phone using my eBucks on the 3/08/2021. I didn't receive the airtime, but the amount was deducted from my eBucks account. I went to FNB Durbanville for assistance and they phoned eBucks and logged a complaint (reference ***). They advised that someone would contact me within 2 days, which never happened. I then received a message on the banking app on the 6th August confirming that I would be refunded within 2 days, but that never happened. I then went back to the branch on the 12/08/2021 and again was put on the line with eBucks who then logged a further complaint (reference ***Q) and was told that this will now take a further 3-5 days. Please can SOMEONE get this issue resolved, it is unacceptable that it takes this long and I keep being told it will be another few days and another few days without ever getting resolved! Shocking service.