FNB *****ing money from Airtime

So you buy airtime on your FNB app. You don't get it. FNB don't want to refund you and just keep sending messages with a ref no saying they are attending to your querrie. 2 Weeks later still nothing has been resolved. Then they say case closed because airtime was allocated, but still nothing was received? Pathetic. If your app does not work you should not offer the service. NOT THE FIRST TIME. Customer care is non-existent. No one has contacted me or try to resolve this. I have to contact them on FB to get "hang on the line" answers. PATHETIC