Bad service

Good day I bought air time from the fnb app this month and still dont have my air time or money this is about 3 weeks ago after i placed my complaint on hello Peter i received a sms stating Your complaint ***NF has been assigned to customer resolution Centre we re looking into it and will contact you shortly Now all i whant to know is 3 weeks to soon to Phone a customer back for two R100 air time vouchers or is that the customer is not important Please contact me as this is now getting out of hand