Debits account but does not recharge my account

In the early hours of this morning I purchased 5 gigs vodacom data via the Fnb app. I even got the confirmation via email that they had debited my account. They debited my account but no data was received. When I contacted them on the app via secure chat I was told to contact my service provider. I don’t see why I should have to do so when they debited the account.